Member Support Assistant (Digital Sales Contact Centre - Centurion)

iMasFinance Co-operative (Ltd); Gauteng; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A financial services company in Gauteng seeks an Office Administrator to manage inbound and outbound calls and provide customer support in their Contact Centre. The ideal candidate will have Grade 12 with Mathematics and Accounting, coupled with at least 2 years of office administration experience. Essential skills include excellent communication, problem-solving abilities, and familiarity with the financial industry. This role requires a team player who can perform under pressure while ensuring great customer service.

Qualifications

• 2 years’ office administration experience.
• 1 Year Operational Contact Centre experience.
• Experience in a sales and customer service environment.

Responsibilities

• Manage inbound and outbound calls to and from customers/members.
• Handle inbound call queries and email queries.
• Resolve complaints and manage customer service experience.
• Assist with office administration and clerical duties.

Skills

Knowledge of the financial industry & quality assurance

Excellent telephonic and writing skills

Time management

Organized

Attention to detail

Fact finding

Problem solving

Listening skills

Communication skills

Multi-lingual including English

Computer literate (MS office, Outlook & Excel)

Team player

Must be able to perform under pressure

Education

Grade 12 with Mathematics and Accounting

Office Administration Certificate or equivalent

Credit Management or bookkeeping qualification

Job description

In support of the iMasFinance transformation strategy, preference will be given to candidates from the designated groups.

Job Purpose

Provide effective and efficient office, administrative and customer / member support services in the inbound and outbound Contact Centre at the Digital Sales Department. The position is based at the iMasFinance Centurion Office.

Job Out

• Manage inbound and outbound calls to and from customers/members and provide office administration
• Day-to-day handling of inbound call queries and inbound email queries
• Adhere to policies and procedures
• Resolve complaints received and manage customer service experience
• Maintain proper tracking of complaints
• Provide support to members, manage office, administration and clerical duties
• Transfer calls, take of messages timeously and in a friendly manner
• Maintain and update office register for any items that need register
• Ensuring office health and safety standard are maintained and treat people courteously
• Issue paid up letters and submit for approval
• Perform document control
• Capture of financial transactions
• Maintain internal and external relationships including members, colleagues and management
• Adhere to Credit Policies and avoid Rollbacks
• Execute actions to mitigate risk/fraud
• All governance and legislative matters identified, agreed and adhered to
• Participate in peer and team learning initiatives
• Live the iMasFinance values

Qualifications

• Grade 12 with Mathematics and Accounting
• Office Administration Certificate or equivalent
• Credit Management or book keeping qualification is an advantage

Experience

• 2 years’ office administration experience
• 1 Year Operational Contact Centre
• Worked in a sales and customer service environment

Knowledge and Skills

• Knowledge of the financial industry & quality assurance
• Excellent telephonic and writing skills
• Time management
• Organized, attention to detail, fact finding, problem solving
• Listening skills
• Communication skills
• Multi-lingual including English
• Computer literate (MS office, Outlook & Excel)
• Team player
• Must be able to perform under pressure