Customer Care Agent

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

• Attend to customer inquiries via telephone, e-mail, money app and website queries regarding customer support issues
• Handle 900 incoming calls per month or 7.25% of total incoming calls
• Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards
• Correct transfer of clients to relevant department within Bank
• Update the ticketing system to ensure all data pertaining to calls and emails is thoroughly tracked and managed
• Actively drive own learning and development.
• Attend to day to day issues and collect information that assists in decision making
• Assist with campaigns and do cross selling (Achieve Sales Targets)
• Ensure customers are signed up for all Electronic Banking channels, assist with password reset/activations
• Assist with statement requests
• Meeting sales targets/ Identifying cross selling opportunities through client engagement
• Adhoc duties

Requisites

• Essential Qualifications - NQF Level:
• Matric / Grade 12 / National Senior Certificate
• Preferred Qualification:
• Business Relevant Certificate or Diploma
• Minimum Experience Level:
• Grade 12 (25 points) (with a C symbol in English), Tertiary studies will be an added advantage
• Experience in the Banking Industry will be an added advantage
• Computer literate (MS Word, MS Excel, Outlook, MS PowerPoint)
• Technical / Professional Knowledge:
• Customer service principles
• Relevant product knowledge
• Client Service Management
• Client service principles
• Cluster Specific Operational Knowledge
• Governance, Risk and Controls
• Behavioural Competencies:
• Building Customer Loyalty
• Applied Learning
• Work Standards
• Communication
• Managing Work
• Stress Tolerance
• Key Competencies:
• 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-confident, and be able to work independently

Notes

• Only shortlisted applicants will be contacted