Role Purpose:
To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer request and managing customer’s expectations.
Responsibilities:
- Drive significant growth and profitability in the context of cost management.
- Deliver exceptional service that exceeds customer and stakeholder’ expectations through proactive, innovative and appropriate solutions. Manage SLA's with internal and external service providers.
- Engage with the customers in a professional way as specified in the service standards. Ensure customers’ needs and expectations are understood. Process the customers' requests in an efficient and effective way.
- Resolve all customer queries efficiently, and within agreed timelines.
- Build and maintain relationships with internal and external parties to support the business strategy
- Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request.
- Comply with governance in terms of legislative and audit requirements
- Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
- Manage own development to increase own competencies.
- Qualifications and Experience
Grade 12, Tertiary qualification, Banking qualification - Computer Literacy
- 1 to 2 years in customer service
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Our vision is to bring significant contribution to the South African GBS industry objective of creating 500 000 new jobs servicing offshore markets by 2030 and give the talented youth of South Africa an opportunity to gain skills and experience to launch purposeful career opportunities while focusing on human development, equal equity, inclusion and diversity and the empowerment of South Africans.