Customer Service Representative

Job Description

Assist customers via the inbound/outbound calls received

Meet required criteria for call quality standards.

Maintain customer relations with a high degree of internal and external customer service.

Possess effective problem solving skills to ensure timely problem recognition and resolution.

Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.

Recording and updating customer information via the organization's internal systems

Resolving customer queries at first point of contact

Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer

Ensure call handling and service quality is maintained

Person Specification

Excellent telephone manner/interpersonal skills

A customer focused, enthusiastic and flexible approach

Ability to work in a targeted environment

Good problem solving, questioning, negotiating and influencing skills

Adaptable to change and ability to work under pressure

Ability to work to a high degree of accuracy

Consistently high standard of time keeping and attendance

Basic keyboard proficiency

Ability to handle high profile clients and escalation queues

Ability to answer General queries (Low/ Medium Complexity) and/or complaints of (potential) customers regarding financial and banking products

Knowledge/Experience:

Previous experience, 6 months to 1 years of experience in an inbound/ Outbound Customer service environment (Contact Center/Call Center - Preferred)