Customer Service Representative

Job description

Requirements

• A minimum of 12 months’ call centre experience

• 1 to 2 years’ customer service experience

• Experience in Web/App/WhatsApp chat will be advantageous

• Good verbal and written communication skills

• Must be available to work from the office on rotational shifts, including weekends and public holidays

Responsibilities

• Responsible for customer service on banking services and products through effective case management for clients.

• Analyse and troubleshoot all client requests and queries in line with company guidelines and scripts, routing calls to the appropriate resource if necessary.

• Answer multiple customer requests through phone, chat, and email as they enter the queue.

• Handle customer enquiries across all channels.

• Manage and resolve customer complaints.

• Provide customers with product and service information.

• Enter new customer information onto the system (Athena).

• Identify and escalate priority issues.

• Follow up on customer calls where necessary.

• Document all call information according to standard operating procedures.

• Complete call logs.

• Produce call reports.

Requirements

• Customer service

• Retail banking

• Customer support

• Handling complaints