FNB Namibia is recruiting a Call Centre Agent (m/f), to be based in Windhoek, Namibia.
Description
- To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved
Duties
- Manage costs/expenses within approved budget to achieve cost efficiency
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
- Ensure client investigation deadlines are met and consultant keeps the client continually in the loop
- Regular feedback to customers and or branches regarding progress made on resolving the query
- Resolve all customer queries efficiently, and within agreed timelines
- Attends to daily control log sheets and maintains an accurate diary system for queries
- Attends to inward telephonic, email, fax enquiries and queries via the queue system
- Compiles daily statistics relevant to number of customers and queries attended to
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
- Ensure all communications with clients are professional, resulting in compliments
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
- Comply with governance in terms of legislative and audit requirements
- Ensure efficiency of service productivity and performance in Call Centre
- Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system
- Continuously updates the customer information system
- Report on required Call Centre activities and deliveries to improve business results
Requisites
- Grade 12, Relevant Certificate or Diploma
- 1 Year related experience
- Demonstrated verbal communication skills, good computer skills and technical affinity
- Product knowledge and systems knowledge
Notes
- Only shortlisted applicants will be contacted