Location: Bloemfontein
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
PURPOSE OF THE JOB:
- Post Office/Consumer Services employees, Postbank clients, and potential clients will all receive remote assistance from the customer service consultants.
- Although the telephone currently dominates, this support can be provided via a variety of communication methods, including email, fax, web chat, the phone, social networks, etc.
- The consultants must be able to handle challenging clients and inquiries and communicate at all levels.
- Furthermore, they will have to assist with other banking features like electronic fund transfers.
- While providing all callers and inquirers with high-quality CRM, the consultants must adhere to company rules, procedures, and instructions as well as laws and governing body regulations.
JOB RESPONSIBILITIES:
- Managing numerous incoming and outgoing calls via the different communication channels is a must.
- Support across all channels (phone, email, fax, social media, web chats, etc.)
- Assist with Customer Service clerks who answer questions about accounts and fix problems that are reported.
- Make ensuring that all legal and corporate standards are met.
- Have the ability to communicate with clients at various levels
- Be able to deal with challenging clients and all kinds of questions able to respond to all calls within the predetermined waiting time and provide service in accordance with the predetermined SLA standards
- Maintaining a 100% knowledge base at all times is essential.
- Must be prepared to go above and beyond for customers.
- be capable of managing any difficulties.
- Not a single complaint Be able to fulfill Performance Management goals
QUALIFICATIONS AND EXPERIENCE:
- It will also be beneficial to have a Grade 12 or NQF 4 with Mathematics and/or Accounting
- Diploma in Financial, Banking, Call Center Operations, or Customer Services-related NQF Level 5.
- Two years of experience working in a banking or call center It will also be beneficial to have two years of experience in financial services.
- An added benefit will be having strong computer skills and bilingual understanding of Microsoft Office.
Knowledge and understanding of:
- familiarity with FAIS, FICA, and other banking industry regulations.
- Outstanding proficiency with Microsoft Word, Excel, and PowerPoint
- Fluency in English and strong communication and persuasion abilities are required.
- hands-on method of working
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CUSTOMER SERVICE CONSULTANTS X27