Customer Service Agent - RE5 -Hybrid - Pretoria
Customer Services Consultant Job Description
Functional Area company Customer Services Team Reports to
Customer Services Manager Employment Status Permanent
INTRODUCTION
The company focuses on the development of financial systems which delivers innovative, reliable and secure collections, distributions and reporting capabilities, supported by our uncompromising commitment to consistently exceed the needs of our customers and partners for a more profitable future. Our Vision is to be the leaders in the payment distribution industry by fostering mutually beneficial relationships and developing innovative & sustainable solutions for all stakeholders. Our software is used by some of the countrys largest debt counsellors and soon other industries. We are a fast paces call centre and we assist Debt Counsellors via ticketing system. The assistance is not limited to DCs only, as we engage with Debt Review consumers as well as creditors. In order to assist our stakeholders, there are engagements with different departments within the company required.
1.1 Duties and responsibilities
The duties and responsibilities of this position may vary to ensure the goals of the division and business is achieved, but in general include:
● Take ownership of the resolution of queries and customer satisfaction by conducting investigations into client queries and responding to clients via the Query management system to provide resolution in order to create measurable levels of customer satisfaction
● Ad Hoc duties that form part of transactional processing
● Practice accountability, efficiency and consistency when resolving client queries
● Innovative and proactive mindset so as to identified and improve systems and processes to ensure that the best services is delivered to clients and holistic methods of prevention can be identified
● Be tenacious in the efforts to resolve client queries and ensure SLAs are maintained throughout the query life-cycle
Qualifications and Experience
● Grade 12
● Basic knowledge of Excel
● Service Qualification advantageous
● Basic bookkeeping principles advantageous
● 2 years in a Financial Transactions and Customer Services role (Payment Processing advantageous)
Skills and Knowledge
● NCA and NCAA
● Magistrates Court Act
● FAIS Knowledge
● Attention to details and Quality
● Servicing
● Time Management
● Collaboration
● Adaptability
● Critical Thinking
● Problem Solving
● Proven numerical skills
● Proven communication skills (Both written and verbal)
● Proven computer literacy
Role Specific Competencies
● Patience
● Attentiveness
● Clear Communication skills
● Acting skills
● Time management
● Ability to "read"clients
● Calming presence
● Goal oriented focus
● Ability to handle surprises / change
● Persuasion skills
● Tenacity
● Willingness to learn and share knowledge
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