Western Cape: Customer Services Consultant posted by iStaff (Pty) Ltd

1. At least 2 years solid experience in customer service, or dealing with escalations (essential)
2. Fintech or financial services industry experience preferred
3. Excellent written and verbal communication skills
4. Ability to work independently and in a team environment

 
Duties and Responsibilities:
  
Duties:

• Act as main contact for customer complaints, queries and escalations
• Assess and resolve any escalations that fall within SLA
• Work with other departments to resolve issues timeously
• Create articles and frequently-asked-questions for clients to review and educate self
• Conduct refresher training for team members
• Suggest improvements to meet SLA targets
• Provide reports on customer main issues
• Work with Manager to work on corrective actions
• Monitor outcomes to ensure changes are incorporated
• Ensure no backlogs and that customer requests are assisted on time
• Provide support to team members when needed

This position allows for 2 days working from home.
 
PLEASE NOTE:  Thank you for your interest in this position, we will review and be in touch if you are suitable.
 
Due to the amount of applications we receive for each position, we are unable to respond to each one individually. Please accept your application as unsuccessful if you had no feedback within 7 days of applying. Your CV will remain on our database and we will be in touch for other suitable positions.
 
*** In the meantime, please download our EBOOK which will hopefully help you understand our process and how we work.
 
When applying, ensure your CV is in WORD or PDF format, and not scanned. Scanned CV’s will not be considered.  If you are unable to apply through the link we have provided, please upload your CV to our website www.********.co.za.
 
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