Role Overview<\/p>\n
\tThe ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
\n\tThe successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
\n\tThe successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.<\/p>\n
Position will be based at our offices in Wynberg, Cape Town.<\/p>\n
Key Responsibilities<\/p>\n
\tEffectively manage all incoming customer queries on voice and digital.
\n\tProvide an empathetic, engaging, respectful, friendly, professional service to enhance the customer\u2019s experience.
\n\tTake accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
\n\tHandle objections appropriately to ensure that positive results are achieved and enhance customer experience.
\n\tDisplay empathy when addressing difficult queries and customers by identifying the customer\u2019s needs, confirming understanding, and then providing the best possible solution.
\n\tImprove the customer experience and service delivery by providing excellent customer service.
\n\tAchieve benchmarks and targets related to customer excellence \u2013 (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).
\n\tReach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
\n\tBe available to take calls\/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
\n\tAdminister policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
\n\tProactively exploring ways to improve operational efficiencies.
\n\tFocus on First Contact resolution by ensuring the correct information is shared with the customer.
\n\tEnsure that compliance requirements are met across all platforms.
\n\tLogging and capturing all customer and platform information accurately.
\n\tAdhere to internal systems, policies, and procedures.
\n\tBehaving professionally towards customers and colleagues.
\n\tUpsell product offering to new & existing customers in line with required performance standards and targets.
\n\tThere may be additional requirements which have not been stipulated above in which case these will be managed in the KPA<\/p>\n
About You<\/p>\n
\tGrade 12 \/ Matric or equivalent.
\n\t1 year (minimum) Customer service experience.
\n\t1-year (minimum) FreshDesk\/FreshChat
\n\t1 year (minimum) sales experience.
\n\tEffective communication skills (verbal and written)
\n\tExperience in Financial Services\/Insurance sector
\n\tClear credit and criminal record
\n\tMust be computer literate (email, internet, word and excel)
\n\tExcellent telephone etiquette and business writing skills
\n\tClient-driven \/ centric attitude
\n\tPerformance-driven and results-orientated with a relentless drive to succeed
\n\tA strong can-do attitude and an energetic positive approach
\n\tExceptional diligence with a thorough approach to work
\n\tExcellent listening and interpersonal communication
\n\tConducts themselves in a professional manner
\n\tCollaborator but able to work independently
\n\tComfortable working in an agile environment
\n\tHas the maturity to take accountability for their outputs
\n\tKnowledge sharing using emotional intelligence in an empathetic yet impactful manner
\n\tProblem solving ability
\n\tHas the ability to approach demanding situations with empathy.<\/p>\n
What We Offer<\/p>\n
\tThe opportunity to work across two of South Africa\u2019s most exciting fintech brands.
\n\tA collaborative environment that encourages experimentation and growth.
\n\tThe chance to explore AI-driven design innovation as part of a forward-thinking creative team.
\n\tHybrid work model with autonomy and flexibility.
\n\tCompetitive compensation and benefits within a purpose-led, growth-focused organisation.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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