Technical Support Specialist: Customer Experience

Smollan; City of Johannesburg Metropolitan Municipality; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Smollan in South Africa seeks a customer service specialist to handle and resolve technical and non-technical calls and emails from Standard Bank Mobile customers, providing end-to-end support to branch consultants and customers while maintaining an excellent experience.

In a high-pressure, process-driven environment you will follow SOPs, log queries, escalate when needed, and contribute to improving processes and customer satisfaction through accurate data, up-selling opportunities, and timely

Qualifications

• Handle inbound calls and emails from Standard Bank Mobile customers.
• Follow SOPs and maintain data accuracy.
• Provide courteous, timeous service and feedback.

Responsibilities

• Answer and deal with inbound calls from customers and stakeholders.
• Log queries on the system and ensure follow-up until resolution.
• Escalate complex issues to the appropriate departments and supervisors.
• Promote products and services where appropriate to enhance customer experience.

Job description

Smollan in South Africa seeks a customer service specialist to handle and resolve technical and non-technical calls and emails from Standard Bank Mobile customers, providing end-to-end support to branch consultants and customers while maintaining an excellent experience.

In a high-pressure, process-driven environment you will follow SOPs, log queries, escalate when needed, and contribute to improving processes and customer satisfaction through accurate data, up-selling opportunities, and timely