Job Description

Job Advert Summary

To provide a professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client. The role requires the successful incumbent to work in shifts that will be rotated amongst the team weekly.

Minimum Requirements

Education:

Bachelor's degree with a relevant business orientation

Experience:

1-3 years Customer Service experience 1-2 working experience in call centre AND back office processing (preferred) Experience in a Sales environment

Knowledge and Skills:

Knowledge of customer experience techniques Ability to thrive under constant pressure Knowledge of Financial institutions (preferred) FAIS and FICA knowledge (preferred) Ability to act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles Accuracy and attention to detail for all relevant work types

Competencies:

Ability to organise and prioritise Teamwork Effective communication Proactive thinking Client Focus Results Driven Highly self-motivated individual Relationship Building Business acumen

Duties and Responsibilities

Engage and respond to customer's contacts professionally regardless of channel Take ownership of customer requests from receipt to conclusion Identify and escalate issues to supervisors Provide product and service information to all customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Route calls to appropriate people where required Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary * Complete call logs and reports