Job Title

Customer Service Representative

South Africa, Gauteng
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R12000 - R12000 Per Month
Area: South Africa, Gauteng
Sector: All
Posted: 19 February 2024

Job Details

A digital banks with a strong entrepreneurial identity and a high-performance culture is looking for a Customer Service Representative to attend to our customers including telephonic, email and WhatsApp requests and queries in an inbound call centre environment, maintaining standards of high customer orientation and professionalism.

Location: Johannesburg, South Africa

DUTIES AND RESPONSIBILITIES

  • Responsible for customer service on banking services and products through effective case management to clients.
  • The job includes analysing and troubleshooting all client requests and queries in accordance with company guidelines and scripts and if necessary, route calls to the appropriate resource in the appropriate service delivery subfunction.
  • Answer multiple customer requests through phone, chat, and email, as they come through the queue
  • Handle customer enquiries on all the channels.
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter new customer information onto system (Athena)
  • Identify and escalate priority issues
  • Follow up on customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs
  • Produce call reports

REQUIREMENTS

  • A minimum of 12 months call centre experience
  • 1 to 2 years customer service experience
  • Good verbal and written communication skills
  • Experience in Web/App/WhatsApp chat will be advantageous

Personal Competencies:

  • Customer centric orientation
  • Must be passionate about serving customer needs
  • Must demonstrate empathy and compassion in dealing with customers
  • Excellent listening skills
  • Problem analysis and problem solving
  • Attention to detail
  • Organisational skills
  • Ability to work under pressure in an ever-changing environment
  • High level of confidentiality and integrity
  • Ability to multitask
  • Ability to function under pressure and maintain a positive can- do attitude
  • Self-motivated, takes responsibility and has a sense of pride in their work
  • Ability to work independently and in a team
  • Resilience

Special Requirements

  • Must be available to work from the office on rotational shifts through weekends and public holidays