Creating purposeful careers as we build the future of contact centre solutions
To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer requests, and managing customer expectations.
Responsibilities:
- Drive significant growth and profitability in the context of cost management.
- Deliver exceptional service that exceeds customer and stakeholder expectations through proactive, innovative, and appropriate solutions. Manage SLA's with internal and external service providers.
- Engage with customers professionally as specified in the service standards. Ensure customers’ needs and expectations are understood. Process customer requests efficiently and effectively.
- Resolve all customer queries efficiently and within agreed timelines.
- Build and maintain relationships with internal and external parties to support the business strategy.
- Maintain expert knowledge on products including pricing, application procedures, processing, and timelines to drive and achieve relevant product and service targets.
- Provide efficient administration services through careful and timely planning, reporting, and updating of all related information and systems relevant to customer queries/requests.
- Comply with governance in terms of legislative and audit requirements.
- Track, control, and influence business activities with the specific aim of increasing sales and service efficiencies.
- Manage own development to increase competencies.
Qualifications and Experience:
Grade 12, Tertiary qualification, Banking qualification
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