Responsible for inbound and in some instances, outbound telephonic or other communication with our transactional banking
customer base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with
client base. Utilizes IT systems accurately and ensures that all queries are answered effectively. Provides accurate product
information to clients in line with standards and protocols.
Grade 12 and NQF Level 5
3 years customer service / query handling and 2 years complaints handling in a Banking environment
Client Centric Skills
Communication skills (verbal)
Excellent verbal and written communication skills
Knowledge and understanding of Systems applicable in Call Centre
Proficiency in English (fluency in at least one African Language)
Adapting & Responding to Change
Adhering to Principles & Values
Coping with pressures & setbacks
Persuading & Influencing
KEY RESULTS AREA
Query and complaints : Response, handling and resolution
Act as an initial point of contact for customers in a service environment and provide high
quality first call solutions to customers service needs within the least amount of handling
time (Balance enquiries, statement requests and / payment arrangements)within
parameters of the call centre.
Handle high volumes, medium complexity customer enquiries
Assist (inbound) / contacts (outbound) potential customers and back office. Identifies
customer needs, promotes a high level of service experience.
Promote the customer self-service options. Identify customer’s needs, clarify
information, research every issue and provide solutions and / or alternatives.
Liaise with other departments and third parties on behalf of clients as per mandates or
Follow up and provide feedback to all clients, branches and third parties to keep them
updated on a status of the query.
Correctly logs service requests (queries and complaints) as either first contact
resolution or non-first contact resolution
To answer / handle and resolve all customer enquiries / requests and complaints across
all mediums (i.e. phone, fax, written communication via e-mail) accurately and within
agreed service times (turnaround times) and close the enquiry.
Accurately captures updates or amends customer information and history notes
Maintains and improves own quality and customer satisfaction scores by adhering to
standards and guidelines.
Handles and ensures that service requests within mandate are actioned within agreed
Complete and pass all compliance, products, system and soft skill training within laid
Provides professional accurate and quality service to customers in line with the
customer first methodology
Listens to the customer and asks appropriate questions and makes and effort to
understand customer needs / concerns / situations.
Maintains a conversational flow during calls
Displays appropriate levels of care, concern and empathy
Measurement : achievement of NPS- Net Promoter Scores)