Customer Services Consultant

Istaff Recruitment; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency in Cape Town is seeking an experienced customer service representative to handle complaints and queries. The ideal candidate will have at least 2 years of relevant experience, preferably in the fintech or financial services sector. Excellent communication skills are essential. The role allows for 2 days of work from home each week and involves collaboration with various departments to ensure timely resolutions.

Benefits

Two days work from home

Qualifications

• At least 2 years solid experience in customer service or dealing with escalations.
• Fintech or financial services industry experience preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Act as main contact for customer complaints, queries and escalations.
• Assess and resolve any escalations that fall within SLA.
• Work with other departments to resolve issues timeously.
• Create articles and frequently asked questions for clients.
• Conduct refresher training for team members.
• Suggest improvements to meet SLA targets.

Skills

Customer service excellence

Escalation handling

Team collaboration

Problem-solving

Excellent communication

Job description

Minimum Requirements

• At least 2 years solid experience in customer service or dealing with escalations (essential)
• Fintech or financial services industry experience preferred
• Excellent written and verbal communication skills
• Ability to work independently and in a team environment

Duties and Responsibilities

• Act as main contact for customer complaints, queries and escalations
• Assess and resolve any escalations that fall within SLA
• Work with other departments to resolve issues timeously
• Create articles and frequently‑asked‑questions for clients to review and educate themselves
• Conduct refresher training for team members
• Suggest improvements to meet SLA targets
• Provide reports on customer main issues
• Work with Manager to develop corrective actions
• Monitor outcomes to ensure changes are incorporated
• Ensure no backlogs and that customer requests are assisted on time
• Provide support to team members when needed
• This position allows for 2 days working from home