Job Description
Our client is a GBL1 company that offers credit and insurance products to customers of good credit standing in Southern Africa. Their vision is to be their customer’s favorite digital financial services provider, enabling them with easy access to affordable products.
Purpose of the Role
The ideal candidate for this role will be responsible for resolving customer queries by providing telephonic and electronic query resolution services. You will need to continuously provide an exceptional customer experience with a view to retain and generate business. Verify and confirm all customer details by liaising with various internal and external stakeholders.
Responsibilities
Provide an exceptional customer experience:
- Appropriately manage all customer queries
- Ensure a polite, friendly, efficient and professional service is provided at all times
- Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
- Handle objections appropriately to ensure that positive results are achieved
- Effectively deal with difficult queries and customers, avoiding formal complaints
- Improve the customer experience and service delivery by providing excellent customer service
Administration and reporting:
- Follow back-office processes accurately to ensure quality of service delivery
- Ensure the accurate completion of time sheets on a daily basis
- Ensure all verification documents are completed and approved within the required timeframes
- Provide daily/weekly/monthly reports as per business requirements
Resolve customer queries effectively and efficiently:
- Attend to logged customer queries in line with query resolution principles established by the company
- Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
- Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
- Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
- Improve the customer experience and service delivery by providing excellent verbal and written customer service
Meet operational efficiencies:
- Meet acceptable query type production levels and query resolution ratios
- Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
- Always ensure that any outstanding tasks are up to date
- Adhere and meet all service level agreements targets
- Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
- Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks
Adhere to quality standards:
- Always make sure that the correct information is relayed to customers
- Acquire and accurately capture all necessary information
- Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
- Adhere to policies, procedures and all business standards and requirements
Qualifications
Grade 12 / Matric or Equivalent
Experience and Skills
- Minimum of 2-year Customer Service/Back Office experience
- Effective communication skills (verbal and written)
- Must be able to work shifts, weekends and public holidays
- Clear credit and criminal record
- Must be competent in MS Office packages (Word, Excel, PowerPoint & Outlook)
- Effective communication skills (verbal and written)
Attributes and Behaviors
- Customer focused / centric attitude
- Performance-driven and results-orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Exceptional attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication
- Team player but able to work independently
Competencies Required
Consciously develops self:
- Strong desire and initiative to develop self
- Seeks honest feedback from others
- Develops self-awareness and personal resilience
- Consistently behaves with integrity
Leads through inspiration:
- Invests in honest and constructive feedback
- Dedicated to coaching and mentoring
- Creates space for others to perform and grow
- Builds high performing teams and celebrates success
Aims to delight the customer:
- Is passionate about retail
- Acts as an ambassador for the HomeChoice brand
- Committed to serving the customer
- Relentlessly seeks out industry best practice
Creative shapes the future:
- Adept at anticipating market trends
- Rewards innovation and drives continuous improvement
- Crafts compelling strategies and sets clear targets
- Makes effective decisions and takes accountability
Consistently delivers results:
- Consistently hits the numbers
- Keeps raising the par on performance
- Drives to the root cause of issues
- Learns from mistakes and accepts no excuses
