Customer Services Advisor-FSP

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading customer service provider in South Africa is hiring a Customer Service Advisor. This role requires exceptional communication skills to assist customers via phone and email, managing complaints, and providing information. Candidates should have prior experience in customer service within a financial context, with a focus on delivering high-quality support. The position offers opportunities for training and professional growth.

Qualifications

• Previous experience in a customer-focused environment.
• 1-2 years' experience in a Customer Service International Campaign role.
• Proven experience in the insurance space/FSP Campaign.

Responsibilities

• Handling inbound calls and emails from customers.
• Completing complaint logging and providing information on complaints.
• Meeting personal and team performance targets.

Skills

Excellent communication and interpersonal skills

Attention to detail

Resilience and adaptability

Basic knowledge of CRM systems

Education

National Senior Certificate (Grade 12)/Matric

Job description

Overview

We’re Hiring: Customer Service Advisor

Are you passionate about delivering excellent customer service? Do you thrive in a fast-paced, dynamic environment? We have an exciting opportunity for you to join our team as a Customer Services Advisor.

We are seeking a dedicated Customer Services Agent to support a new project with a new client. You will be responsible for providing first class customer service telephony and email support to customers, using empathy, strong listening and communications skills to answer questions about the products and processes relating to the client, specifically complaints. High levels of engagement are required and there is potential to receive additional training for more complex tasks as the project develops.

What you’ll be doing

• Handling inbound calls and emails from customers with professionalism and empathy
• Completing complaint logging, data reconciliation and call taking (in-time) activities
• Providing clear, helpful information on complaint processes and general enquiries
• Keeping customers informed about complaint progress
• Meeting personal and team performance targets
• Growing your skills – with potential for further training on more complex queries

What we’re looking for

• Previous experience in a customer-focused environment
• Working in a financial service environment - Imperative
• Excellent communication and active listening skills
• High attention to detail and accuracy
• Resilience, adaptability, and a team-player attitude
• Basic knowledge of CRM systems – or a willingness to learn

Minimum Job Requirements

• National Senior Certificate (Grade 12)/Matric
• Clear Credit and Criminal record
• Clear HR Records
• 1-2 years’ experience in Customer Service International Campaign role
• Proven experience in the insurance space/FSP Campaign
• Proven track record of high performance
• Excellent command and use of English, both written and verbal
• Attention to detail
• Strong analytical and numeric skills

Required Skills

• Experience in a customer centric environment and having some relevant recent telephony experience
• Deliver high levels of accuracy and consistent quality
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Goal-oriented with a drive to succeed in a competitive environment
• Familiarity with CRM software and complaints management tools preferred although not essential as full training will be provided
• Persistent and resilient attitude towards rejection and challenges
• Ability to work under pressure and meet tight deadlines

Core Behavior

Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

“It's not just about what we do, but the way we do it. And it's our values that make us special.”

NB: All appointments are subject to the positive outcome of pre-employment verification checks.