Job Responsibilities: Ensure escalations to the relevant areas are done timeously and customer are kept updated on progress. Ensure all communications with customers are professional, accurate and via the approved business platforms Achieve KPIs are achieved according to the Service Standards. Ensure expert knowledge of all product features and Standard Operating procedures and processes are relevant and up to date. Ensure an easy, simple and accessible customer experience through educating customers on alternative self-service options available. Accurately record and document all customer interaction on the relevant operating systems Resolve all customer queries and request received via voice, email and any other digital platforms efficiently and within agreed Perform Service Standards. Execute First Contact Resolution service approach with every customer interaction Manage own development to increase own competencies. Job Requirements: Agile – adopting tools, processes, and a mind-set of being nimble and delivering value as quickly and as often as reasonably possible Computer literate in MS Office Impact within a team environment (dynamic, articulate) High energy levels and a sense of urgency Conscientious Emotional maturity Excellent communication and listening skills Passion for customer service Analysing and diagnosing skills and troubleshooting skills Qualification & Experience: National Senior Certificate (Grade 12) (Essential) Knowledge of basic calculations within a banking environment 1 to 3 Years telephony customer service environment within a retail banking environment Access to transport (own or public) Willing to work extended retail working hours and week-ends Additional Languages: Sepedi Setswana Xitsonga Sesotho Tshivenda Job Details: Company: Old Mutual Vacancy Type: Full Time Job Location: Pretoria, Gauteng, South Africa Application Deadline: N/A Apply Here vacanciesforyou.xyz
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