Client Service Specialist - Johannesburg, South Africa - Nedbank

Nedbank

Verified Company

Johannesburg, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Requisition Details

REQ# Locations: Johannesburg, Gauteng/ Durban, KZN

Closing Date: 19 April 2024- Talent Acquisition: Bongiwe Mchunu- Job Family- Sales and Services

Career Stream
Call Centre (Service)

Leadership Pipeline

Manage Self: Technical

Job Purpose

We are looking for a Client Service Specialist to provide client service support by managing / logging queries and Complaints received via the Client Complaint Helpline or various other communication channels. In this role you will be required to acknowledge, investigate, mediate, and interact with support departments to resolve client FCR1 Complaints and queries. This role provides you with an opportunity to restore customer's / stakeholder's faith in Nedbank and change the disconnected client's perception of Nedbank.

Responsibilities:

Monitoring and tracking CRM / D365 cases logged when received.
Ensure that all complaints are correctly recorded on the Client Complaint Tracker.
Provide First Call resolution where possible.
Compile daily reports and log incidents using incident tracker.
Generating data voice by using CMS tool.
Extracting information client's information to determine number of cancellations for the current month, using Management and Information System.
Generating statistical information and productivity reports for daily workload by using tracker.
Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
Monitor and change skills as per the business needs on Customer Management Service tool (AVAYA).
Ensure availability and adherence to schedule enable call taking.
Provide the necessary education to the branch staff if need arises by coaching and mentoring.
Analyse and detect the source of the query and decide the appropriate action to be taken to resolve.
Ensure that the Service Level Agreement is met and kept at a higher standard always.
Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters; websites and attending sessions.
Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.

Type of Exposure

Interacting with customers; resolving queries and FCR1 Complaints and managing customer expectations
Communicating internally and external
Comparing two or more sets of information.
Interacting with internal and external clients
Knowledge of processes and adherence
Working in a fastpaced and changing environment
Working in a team
Working with spreadsheets

Technical Tools