Bfsi Customer Service Representative

Tp; Cape Town; On-site; ZAR 120 000 - 180 000; Full time

Job summary

A customer service firm in Cape Town is seeking a Customer Service Representative to assist customers via phone, email, and chat. The ideal candidate will have experience in customer service or sales and possess strong communication skills. Responsibilities include guiding customers to resolve issues, converting quotes into sales, and maintaining high standards of service. This role offers an opportunity to develop your skills in a dynamic environment.

Qualifications

• 6-12 months of experience in customer service or sales.
• Strong oral and written communication skills.

Responsibilities

• Guide customers to issue resolution via phone, email, and chat.
• Convert quotes into sales focusing on customer retention.
• Investigate and resolve incoming customer complaints.

Skills

Customer service

Communication skills

Problem-solving

Sales skills

Education

Matric or NQF Level 4

Job description

Overview : Dealing effectively with inbound calls regarding a range of products and transactions is what's involved here.

A real chance to make themost of your excellent customer service skills.

You’ll spend each day identifying and fulfilling a variety of needs, including bringing onboard new customers, retaining existing ones and cross‑selling at every opportunity.

In short, you’ll provide a high-quality service and prove that nothing is too much trouble.

Qualifications : Education and Specific Training Work Experience Matric or NQF Level 4 (preferred) Minimum 6‑12 months of experience working with a Customer service / Sales process – essential Superior oral and written communication, presentation, and interpersonal skills.

• preferredResponsibilities : Guide customers to issue resolution via phone, email, and chat channels Converting quotes in to sales focusing on customer retention and exceptional service at all times Problem‑solve customer challenges and educate them on additional features or use cases for theproduct / service Advocate for customers, taking ownership of the resolution journey Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly Demonstrate strong business and strategic acumen to balance both the customer and business goals Respond to product inquiries and answer questions ensuring the product matches the customers' needs Become a product expert and understand each customer's needs to provide real, effective solutions basedon customers' needs and deliver exceptional customer service Uphold processes and policies in support of organizational goals Execute against organizational SLAs for customer care Contribute proportionately to the team's achievement of all KPI's as set by the Team Leader Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to ourcustomers are fulfilled Balance rapidly shifting priorities through multitasking and flexibility Maintain positive attitude in the face of customer concerns, treaOng customers fairly and with respect Act as subject matter expert on processes, policies, and internal tools while advocating for the customerexperience Following our Business Code of Conduct and regulatory requirements and always acting with integrity anddue diligence Understanding customer's needs and, or, any vulnerabiliOes the customer may have to ensure eachcustomer receives appropriate assistance in good Ome to ensure the customer is not disadvantagedAdditional duties and responsibilities may be assigned based on the ever‑evolving service and support ourcustomers require.