1 day ago
Job title : Wallet Operations Consultant
Job Location : Western Cape, Cape Town
Deadline : October 26, 2024
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Duties and Responsibilities (Include but is not limited to):
- Reduce costs and increase efficiency while delivering world-class customer service
- Take ownership of the processes and systems used within the team and contribute ideas to increase service levels and reduce cost
- Escalate system issues to relevant support or IT teams to investigate and resolve
- Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
- Ensure payments and non-payment queries are done correctly with zero errors/mistakes within stipulated KPI’s
- Process all customer queries (payment and non-payment) load all unallocated payments in line with KPIs
- Verify payments before allocating and requesting authorisation
- Use discretion when processing payments that are out of the ordinary or unclear. Request confirmation from Senior Controller for assistance with decision making
- Process customer queries in line with the latest processes as contained in the “Processes” document
- Process customer queries with zero errors/mistakes
- Engage with customers in a way that delivers World Class Service and builds brand equity
- Always be professional, positive and helpful when interacting with customers on all platforms ie, email and on the phone as well as in a manner that represents our brand values and strengthens the customer’s affinity towards our company
- Effectively communicate, presenting correct tones, active listening skills and call controls
- Listen attentively, be friendly, say thank you and sincerely apologise when appropriate
- Show immediate action and solutions.
- Treat each customer with great courtesy and respect and give the same excellent treatment as you would like to receive yourself
- Take ownership of all queries
- Offer appropriate timescale for a solution
- Achieve the performance measures for responding to and resolving customer queries as outlined in the KPI document
- Have sound product knowledge to provide first contact resolution
- Communicate with internal and external stakeholders
- Attend to escalations from internal departments via Helpdesk and the Escalations chat as well as external department eg branches
- Escalate to the relevant external and internal stakeholders to ensure client queries are resolved appropriately
- Achieve the performance measures for responding to escalations as outlined in the KPI document
- Manage own performance and self-development
Key Requirements:
- Grade 12 / or equivalent (Essential)
- Degree/diploma (desirable)
- 6 months as a Customer Service Consultant (Essential)
- Understanding and speaking of English and Shona/Ndabele (Essential)
- Knowledge of money transfer procedures
- Knowledge of African currencies
- Knowledge of card manager and Zendesk systems
Additional Skills:
- Computer skills
- Typing skills
- Telephone skills
- Verbal communication skills
- Organisational & administrative skills
- Attention to detail
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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