Member Support Assistant (Digital Sales Contact Centre - Centurion)

Imasfinance; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A financial services company in Gauteng is looking for a Member Support Assistant for their Digital Sales Contact Centre. The role involves managing inbound and outbound calls, providing customer support, and handling administrative tasks. Candidates should have Grade 12 with Mathematics and Accounting, an Office Administration Certificate is preferred. Candidates should also possess strong communication skills and be able to perform under pressure. Experience in office administration and customer service is essential.

Qualifications

• Grade 12 with Mathematics and Accounting required.
• Office Administration Certificate or equivalent is needed.
• Credit Management or bookkeeping qualification is advantageous.

Responsibilities

• Manage inbound and outbound calls to customers and provide administration.
• Handle inbound call and email queries daily.
• Resolve customer complaints and ensure quality service.
• Maintain tracking of complaints and support to members.
• Adhere to policies, procedures, and Credit Policies.
• Participate in peer and team learning initiatives.

Skills

Knowledge of the financial industry

Excellent telephonic skills

Excellent writing skills

Time management

Organized and attention to detail

Problem solving

Listening skills

Communication skills

Multi-lingual including English

Computer literate (MS Office, Outlook & Excel)

Team player

Ability to perform under pressure

Education

Grade 12 with Mathematics and Accounting

Office Administration Certificate or equivalent

Credit Management or bookkeeping qualification

Job description

Job Title

Member Support Assistant (Digital Sales Contact Centre - Centurion)

Job Location

Gauteng, Centurion

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.

Responsibilities

• 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.
• Administrative / Management jobs.