Job Description

Duties and Responsibilities

Logs and tracks all enquiries and complaints on the system (first line of support). Handle customer calls and provide accurate and satisfactory answers to queries and concerns the first time (First Call Resolution). Conducts preliminary investigations. Liaises with relevant stakeholders to resolve complaints. Provides customer services to all stakeholders via telephonic and other customer contact methods. Ensures service levels and performance is maintained in terms of the national MIBCO Mission, Vision and Statement.

Knowledge / Experience / Skills / Abilities

Ability to withstand pressure and provide the clients/customers with above average services. Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results. Must at all times be diplomatic and assertive with customers/clients. Ability to overcome obstacles, make informed decisions and resolve customer problems. Ability to work independently and use initiative along with problem solving abilities. Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management Excellent communication skills Excellent interpersonal and telephone etiquette skills Must be meticulous in carrying out tasks/instructions with excellent attention to detail. Good team player

Qualifications

Matric (Grade 12) Call Centre / Financial / Administration Certificate or equivalent advantageous Knowledge and experience of Funds processing. Above average verbal communication and listening skills Customer service orientated behavior towards callers, service providers, Intermediate computer skills * Experience within a call centre environment will be advantageous.