Customer Services Representative - Durban, South Africa - Foxridge Trading 31 - Supreme Consulting - Valuing HR
1 week ago
Description
CORE PURPOSE OF THE JOB
To provide and ensure excellent customer service both internally and externally by adherence to
the Banks policies and procedures in order to minimize risk.
MAIN FUNCTIONS OF THE JOB
- Customer Handling_
- Answers all inbound calls related to customer queries.
- Logs queries and complaints on the Customer Complaints Register.
- Channels queries / complaints to the relevant department.
- Follows up on resolution of queries / complaints.
- Closes call when query / complaint is resolved.
- Contacts customers who left messages on the IVR and follow process as required ie. If complaint
- Assists customers with all Bank related products and services queries
- Technical Support_
- Provide technical support to clients and staff on systems and programmes.
- Talk staff or clients through a series of actions over the phone to help resolve issues.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Test and evaluate new technology.
- Maturing Investment_
- Extracts list of maturing accounts on a daily basis with accounts maturing in 7 days times
- Sends out sms notifications for accounts maturing.
- Administration_
- Posts stats every morning before 11 am on whatsapp groups.
- Withdrawal sms's must be completed at the end of the same day.
- Customer Surveys_
- Reviews reports in respect of new accounts opened.
- Conducts customer surveys on all new customers.
- Logs feedback in respect of rating below 3 onto the Customer Complaints Register.
- Escalates customer feedback to the relevant Branch Manager if rating is below a 3 in any area of
- Follows up with the relevant Manager in respect of the area of concern until resolved.
- Closes call on Customer Complaints Register once area of concern is resolved.
- Online Statement System_
- Verify Online Registrations on the day of receiving registration.
- Assist clients with Electronic Banking queries and registration processes.
- Other_
- Responsible for meeting objectives as directed by customer services manager for outbound call
- Responsible for meeting objectives as directed by customer services manager for release and
QUALIFICATIONS
- Matric
PREFERRED EXPERIENCE
years in the Banking industry with at least - 3 years in a customer centric position
KNOWLEDGE
- Enterprise system
- Cisco System
- Real Connect system
- AFS system
- Microsoft office
- Vodacom smsing system
- Understanding of policies and procedures
- Basic knowledge of service level agreements between departments
- The capacity to clearly explain a technical problem
More jobs from Foxridge Trading 31 - Supreme Consulting - Valuing HR
-
Night Shift Production Manager
Durban, South Africa - 1 week ago
-
Call Centre Vacancies
Umhlanga Rocks, South Africa - 4 days ago
-
Company Secretary
Durban, South Africa - 1 week ago
-
Senior BI Specialist
Protea, South Africa - 6 days ago
-
HR Business Partner
Durban, South Africa - 1 week ago
-
Oracle Database and Systems Administrator
Durban, South Africa - 1 week ago