Specialist Consultant: Customer Services

Industry: Finance / Job Expires: 2018-07-25 00:00:00 / Location: Gauteng

MAIN PURPOSE OF THE JOB

Responsible for inbound and in some instances, outbound telephonic or other communication with our transactional banking customer base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilizes IT systems accurately and ensures that all queries are answered effectively. Provides accurate product information to clients in line with standards and protocols.

Behavioural (COMP)

• Adaptability
• Adapting & Responding to Change 
• Adhering to Principles & Values 
• Assertiveness
• Coping with pressures & setbacks 
• Flexibility
• Persuading & Influencing 
• Reliability

Minimum Education

Grade 12 and Business related Degree or Diploma RE5

Minimum Experience

3 years customer service/query handling and 2 years complaints handling in a Banking environment

Technical (COMP)

• Analytical Skills
• Call Handling Skills
• Client Centric Skills
• Communication skills (verbal)
• Computer Literacy
• Conflict Handling
• Excellent verbal and written communication skills
• Knowledge and understanding of Systems applicable in Call Centre Listening skills
• Negotiating skills
• Problem solving
• Proficiency in English (fluency in at least one African Language) Sense of urgency
• Stress tolerance

Key Result Areas

Query and complaints: Response, handling and resolution

1. Act as an initial point of contact for customers in a service environment and provide high quality first call solutions to customers service needs within the least amount of handling time (Balance enquiries, statement requests and/payment arrangements)within parameters of the call centre.
2. Handle high volumes, medium complexity customer enquiries
3. Assist (inbound)/contacts (outbound) potential customers and back office. Identifies customer needs, promotes a high level of service experience.
4. Promote the customer self-service options. Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
5. Liaise with other departments and third parties on behalf of clients as per mandates or flags
6. Follow up and provide feedback to all clients, branches and third parties to keep them updated on a status of the query.

Administration

1. Correctly logs service requests (queries and complaints) as either “first contact” resolution or non-first contact resolution
2. To answer/handle and resolve all customer enquiries/ requests and complaints across all mediums (i.e. phone, fax, written communication via e-mail) accurately and within agreed service times (turnaround times) and 
3. Accurately captures updates or amends customer information and history notes

Quality

1. Maintains and improves own quality and customer satisfaction scores by adhering to standards and guidelines.
2. Handles and ensures that service requests within mandate are actioned within agreed timelines.
3. Complete and pass all compliance, products, system and soft skill training within laid down timelines.

Customer Experience

1. Provides professional accurate and quality service to customers in line with the customer first methodology
2. Listens to the customer and asks appropriate questions and makes and effort to understand customer needs/concerns/situations.
3. Maintains a conversational flow during calls
4. Displays appropriate levels of care, concern and empathy 5. Measurement: achievement of NPS- Net Promoter Scores)