Cape Town City Centre: Customer Service Agent-Banking posted by Merchants SA Pty Ltd

The purpose of this role is to provide the day-to-day customer service for our banking customers . Our service channels are Voice and Chat. Our customer promise is to deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with. We are the first point of contact for our Banking customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts. The 2 primary responsibilities are as follows: 1. Manage Query Resolutions – Provide information on product. – Guide customers on process. – Educate customers on digital experience of the Mobile App – Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments 2. Manage Complaints – Receive and create a case for complaint from our customer channels. – Track progress of complaint across the bank – Report on all complaints to Customer Committee – Identify reportable complaints and escalate priority. – Ensure regulatory standards. – Escalate complaints to specialists as is necessary. Client Defined Services are: (i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need (iii) Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc. Requirements 12 Months Banking Experience Matric certificate or NQF Level 4 Neutral and clear tone Clear ITC & Criminal record. Working hours are: *Training: Monday to Friday, 08h00 to 17h00 *Live: Rotational shifts – Monday to Sunday, 06h00 to 15h00, 13h30 to 22h00, 22h00 to 06h30