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Job Summary
Role Purpose:
To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer request and managing customer’s expectations.
Responsibilities:
- Drive significant growth and profitability in the context of cost management.
- Deliver exceptional service that exceeds customer and stakeholder’ expectations through proactive, innovative and appropriate solutions. Manage SLA's with internal and external service providers.
- Engage with the customers in a professional way as specified in the service standards. Ensure customers’ needs and expectations are understood. Process the customers' requests in an efficient and effective way.
- Resolve all customer queries efficiently, and within agreed timelines.
- Build and maintain relationships with internal and external parties to support the business strategy
- Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request.
- Comply with governance in terms of legislative and audit requirements
- Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
- Manage own development to increase own competencies.
- Qualifications and Experience
Grade 12, Tertiary qualification, Banking qualification - Computer Literacy
- 1 to 2 years in customer service
CallForce
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