Customer Services Consultant
Western Cape, South Africa
Job Description
We urgently require an energetic Customer Services Consultant with a fintech or financial industry background to start asap. HYBRID working and loads of benefits, with an awesome culture and team.
Purpose of this role is to oversee and manage the entire complaints and escalation process within the customer experience team, ensuring service level agreements are met, issues are resolved proactively, and customer interactions are continuously improved.
Minimum Requirements: * At least 2 years solid experience in customer service, or dealing with escalations (essential)
- Fintech or financial services industry experience preferred
- Excellent written and verbal communication skills
- Ability to work independently and in a team environment
Duties:
- Act as main contact for customer complaints, queries and escalations
- Assess and resolve any escalations that fall within SLA
- Work with other departments to resolve issues timeously
- Create articles and frequently-asked-questions for clients to review and educate self
- Conduct refresher training for team members
- Suggest improvements to meet SLA targets
- Provide reports on customer main issues
- Work with Manager to work on corrective actions
- Monitor outcomes to ensure changes are incorporated
- Ensure no backlogs and that customer requests are assisted on time
- Provide support to team members when needed
PLEASE NOTE: Thank you for your interest in this position, we will review and be in touch if you are suitable.
Due to the amount of applications we receive for each position, we are unable to respond to each one individually. Please accept your application as unsuccessful if you had no feedback within 7 days of applying. Your CV will remain on our database and we will be in touch for other suitable positions.
*** In the meantime, please download our which will hopefully help you understand our process and how we work.
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Job Detail
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Job IdJD1584889
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationWestern Cape, South Africa
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EducationNot mentioned