Job Description

We are a financial services provider offering a range of products and services to our clients. We are looking for a knowledgeable and customer-focused individual to join our team as an Online and Telephonic Service Consultant. This role will be responsible for providing excellent customer service to our clients through our various channels, including online platforms (esp Facebook).We are looking for a dynamic and passionate individual who is proficient in English and one or more African languages (isiXhosa, isiZulu, Setsothi/Setswana) to join our team as a social media/Digital and Telephonic Service Consultant. The successful candidate will be responsible for building and engaging/servicing a community of customers across our different digital/social and telephonic platforms for all Consumer products which include: EasyPay Everywhere Banking, EasyPay Insurance and EasyPay Loans.Job SummaryAs a multi-lingual Service Consultant, you will be responsible for engaging with our customers across various platforms, including email, social media, telephone, in-app chat and community forums. You will be responsible for providing exceptional customer service to our clients through our telephonic and online platforms. You will be the first point of contact for our clients, answering their queries and guiding them through our products and services. You will also be responsible for resolving any issues or complaints they may have and ensuring that their experience with our company is positive.You will be expected to provide excellent customer service by answering queries promptly and efficiently, resolving complaints, and providing product support for all Consumer products in English and/or African languages. You will also be responsible for working alongside the Digital Marketing team to support the moderating of community forums and building relationships with our customers online/via social and digital channels to improve their experience with our products and service.Responsibilities:

• Guide customers through our products and services, ensuring that they understand how they work and how they can benefit from them.
• Resolve any issues or complaints that customers may have, escalating issues where necessary.
• Respond (verbally and in writing) to customer queries in a timely and professional manner, ensuring that their issues are resolved satisfactorily.
• Provide product and customer service support to customers in both English and selected African language/s where required.
• Assist in the management and moderation of our online Consumer community forums, ensuring that content is appropriate and relevant.
• Build relationships with our customers to improve their experience with our products.
• Provide regular feedback to the team on customer issues, trends, and suggestions.
• Continuously improve the customer experience by providing feedback on customer issues, trends, and suggestions.
• Collaborate with internal teams to improve our products and services.
• Support the launch of new products/campaigns and key customer messaging via digital, social and telephonic channels.

Qualifications:

• Fluent in English and one or more African languages, including a high level of written and spoken proficiency.
• Experience in Financial Services/Banking/Retail/Customer Service is an advantage.
• Proven experience in a customer service role, preferably in financial services.
• Strong customer service skills, with the ability to communicate effectively with customers from diverse backgrounds.
• Experience managing and moderating online communities (esp Facebook query management).
• Excellent writing skills, with the ability to write clear and concise messages in English and one or more African languages.
• Experience with Financial Services products/servicing or Operations is advantageous.
• Ability to manage your own time effectively.
• Knowledge of social media platforms and tools.
• Passion for customer service and a desire to make a positive impact on our customers.
• Strong problem-solving skills, with the ability to identify and resolve issues effectively.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong attention to detail, with the ability to ensure accuracy in all customer interactions.
• Knowledge of financial products and services.
• Proficiency in Microsoft Office and online platforms.

If you are a dynamic and passionate individual with a strong desire to help customers, we encourage you to apply for this exciting opportunity. We offer competitive compensation and benefits packages, as well as opportunities for growth and development within our company.

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