Job Responsibilities

• Must be able to handle all many inbound and outbound calls through the various communication channels
• Omni channel support via telephone, email, fax, social networks, web chats etc…)
• Support Customer Service Clerks with account queries and resolving issues reported.
• Ensure compliance with all legislative and company requirements
• Be able to communicate on all levels with clients
• Be able to handle all types of inquiries and difficult clients
• Be able to handle all calls within the agreed queuing time and deliver service within the agreed SLA standards
• Must be able to maintain at all times a 100% knowledge base
• Must be willing to go the “extra mile” for clients
• Be able to handle all challenges.
• ZERO complaints
• Be able to meet objectives in the Performance Management System
• ZERO deviations from the set Customer Call Centre-standards
• Must be able to maintain 100% Customer Satisfaction in seeking for creative solutions to customer enquiries
• Must be able to treat internal and external clients with integrity, respect and honesty.
• Must maintain high levels of pride and energy to work towards the total team’s objective
• Must assist other sections when requested 

Qualifications and Experience

• Grade 12 or NQF 4 with Mathematics and/or Accounting
• Diploma in Financial/Banking/Call Centre Operations/Customer Services related NQF Level 5 will also be advantageous
• 2 years’ experience in a Call Centre or Banking environment
• 2 Years financial services experience will also be advantageous
• Good PC Skills and good knowledge of MS Office
• Bi-lingual will be an added advantage.