Customer Services Agent

Tenacity Financial Services; Cape Town; On-site; ZAR 201,000 - 290,000; Full time

Job summary

Tenacity Financial Services is seeking a Customer Service Representative to handle a range of client queries and complaints with professionalism and accuracy. You will interpret information, follow SOPs, and ensure consistent service quality.

This role emphasizes timely resolution within service standards, escalations when needed, and meticulous record-keeping, contributing to a positive customer experience.

Responsibilities

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately
• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly elevate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant
• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Perform any ad hoc tasks as and when required

Job description

Key Responsibilities

Query Handling

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly elevate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Perform any ad hoc tasks as and when required