(ZAF) MZ Customer Service Representative

Teleperformance; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading BPO company in Cape Town seeks a talented individual to deliver exceptional customer service. You will engage with clients to resolve queries, process payments, and provide technical support. Ideal candidates possess Matric and have 6-12 months of call center experience, particularly in banking or insurance. This role is essential in facilitating seamless customer experiences across different communication channels.

Qualifications

• Minimum of 6-12 months call centre/telephone sales experience.
• Experience in FCA regulated environment is advantageous.
• Experience in banking/insurance financial industries is advantageous.

Responsibilities

• Handle incoming phone calls and emails from business customers.
• Process customer payments and requests accurately.
• Provide technical support for online inquiries.

Skills

Complaint handling skills

Customer service

Technical support

Education

Matric/Equivalent

Job description

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications

Education and Specific TrainingWork Experience Matric/ Equivalent

Minimum of 6 months -12 months call Centre/ telephone sales experience

Maintain campaign performance, quality, regulatory and compliance standards

Experience in a FCA regulated environment – Advantageous

Experience in banking/Insurance Financial industries- Advantageous

Responsibilities

Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:

Ensuring adherence to the DPA requirements within the CS environment

Complaint handling skills ensuring appropriate solutions are offered

Processing customer payments

Providing transactional data both recent and historically

Processing replacement card requests

Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.

Updating customer records on request ensuring accounts are updated accurately

Processing cash advance requests

Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately

Closing customer accounts on request

Providing interest calculation advice on request

Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay

Processing credit balance refunds on request

Setting up Direct Debits

Raising disputes through to the fraud department as per the agreed processes

Providing technical support for all online enquiries including the re-setting of accounts.

Submitting account blocks as and when required and ensuring adherence to company guidelines.

Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems

Ensuring appropriate letters are issued to customers based on their requests

Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately

Submitting pin requests

Ensuring all reasonable adjustment requests are processed and accurately recorded

Processing additional cardholder and authorized user requests

Adhering to all compliance scripting Correspondence Responsibilities

Processing as above all customer written requests adhering to all compliance and DPA requirements

Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.

Batch and record all volumes of customer correspondence

Processing credit limit reductions and rejections

Support the archiving process of correspondence

Ensuring copy statements are ordered and appropriately charged to the customer’s account Additional Responsibilities:

As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department. You will also be required to support business requirements and where necessary provide support to other areas of the business