Enablement Consultant

African Bank; Midrand; On-site; ZAR 150,000 - 200,000; Full time

Job summary

A leading financial institution in Midrand is seeking a Customer Service Representative to resolve customer queries and complaints. You will need to manage telephonic and electronic communication, ensuring a high level of service within specified turnaround times. Candidates must have a Grade 12 education, RE5 certification, and at least 2 years of customer service experience. This role includes administrative tasks and quality checks to enhance customer satisfaction.

Qualifications

• Grade 12 required.
• RE5 certification is necessary.
• 2 years in customer relationship/service experience.

Responsibilities

• Resolve queries and complaints from customers.
• Log all queries in the current workflow system.
• Communicate with clients and third parties for updates.

Job description

MAIN PURPOSE OF THE ROLE:

Resolve and refer all customer queries, which are received telephonically; electronically and walk in customers, focusing on excellent and professional client service within the pre-defined turn-around time and Service Level Agreement

MINIMUM EDUCATION AND EXPERIENCE:

• Grade 12
• RE5
• 2 years in customer relationship/service and experience

ROLE RESPONSIBILITIES:

Query and complaints: Response, handling and resolution

• Resolve queries and complaints within agreed turnaround time (online and back office) telephonically / written
• Log all queries on the current workflow system • Follow up and feedback to all clients, branches and third parties to keep them updated on a status of the query
• Liaise with other departments and third parties on behalf of clients as per mandates or flags
• Sign on, answer calls on telephony system within the defined parameters of the Call Centre (Talk times, wrap codes, abandoned rates, times on systems)
• Respond to queries within the predefined turnaround times

Administration

• Allocate all write faxes and emails to different folders as well as incoming post
• Distribute all the allocated faxes and emails to the relevant consultant or department
• Keep record of all the write faxes received and capture on the daily stats
• Confirmation of banking details telephonically or via email and update CS Workflow
• Complete the register and deliver the post to relevant departments twice a day

Quality

• Accurately identify and update all the relevant queries and feedback to customer or third-party Feedback to customer and provide an alternative solution if unable to resolve the query - taking into consideration the customer and Bank’s interest
• Update all customer relevant details on the system
• Update notes on the system regarding the customer query and any other interaction with the customer