Nedbank is recruiting a Client Service Agent, to be based in Windhoek, Namibia.
Description
- To provide professional and efficient customer services in order to optimize client experience for Nedbank clients and ensure continued relationships are created and maintained
- Attend to high priority or complicated queries, requests and or complaints
- Manage agent efficiency, productivity and quality
Duties
- Relief in any role or assist with high volumes of work in CCC (Queries, Calls, Sales, Onboarding, Complaints, Quality Assurance)
- PVAS Reconciliation and Queries
- Achieve and exceed monthly targets (Calls, Queries, Sales, etc.)
- Have good understanding of a Customer Contact Centre environment Knowledge to drive agent efficiency and productivity
- Monitor request and calls logged on CRM system to ensure SLA’s are met
- Overseeing agents (when standing in for Senior Agents) and resolve queries timeously to avoid complaints
- Drive sales through agent initiatives and reaching set targets
- Contribute positively towards team dynamics
- Able to assess agent calls/queries accurately to provide feedback to enhance call quality
- Attend to Social Media Queries
- Stand in for Senior Agents
- Adhoc Duties
- Planning and organizing
- Sound experience in all aspects of Customer Contact Centre
- Understanding of Retail Banking (products, processes, systems)
- Must be customer service oriented with excellent interpersonal and communication skills
- Self-confidence, and able to work independently
Requisites
- Essential Qualifications - NQF Level:
- Matric / Grade 12 / National Senior Certificate
- Diploma
- Minimum Experience Level:
- Minimum of 2 (two) years of experience in the Banking Industry
- Computer literate (MS Word, MS Excel, MS PowerPoint)
- Technical / Professional Knowledge:
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance, Risk and Controls
- Forex product
- Behavioural Competencies:
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
Notes
- Only shortlisted applicants will be contacted