Website Tenacity Financial Services
Since April 2007, Tenacity Financial Services has been one of the supporting services for the Pepkor Group, providing private label credit cards to retailers within the group. Our credit programmes are highly regarded for their simple pricing structures, quick time to market, and ongoing professi… read moreonal support. We currently operate in South Africa, Namibia, Eswatini, and Botswana, running credit programmes for Refinery, Pep, Ackermans, Shoe City, Dunns, and Tekkie Town.
Query Handling
Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp, Facebook ,HelloPeter, etc.)
Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures
Access various systems as required to resolve queries and / or complaints and accurately update information
Escalate relevant queries to stakeholders to ensure resolution
Capture the correct dispositions based on the nature of the query and / or complaint
Action and resolve queries relating to store maintenance and staff card
Perform staff card reconciliation functions and attend to associated queries
Provide a professional customer experience and satisfaction at all times
Service Level
Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
Promptly escalate potential crisis situations to Management
Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
Ensure outputs are aligned to departmental Quality Assurance standards and targets
Adhere to Standard Operating Procedure and departmental templates where relevant
Adherence
Adhere to workforce schedule i.e. start and end time, lunch and body breaks
Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
Perform any ad hoc tasks as and when required
Requirements
Experience
Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role
Qualification
Grade 12 or NQF Level 4
Tertiary level education in Communications, Marketing, or Business Management would be advantageous
Apply via company website ( N / A ) or
tenacity.mcidirecthire.com