Client Service Host
| Location | Cape Town, South Africa |
| Date Posted | September 21, 2020 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
Duties & Responsibilities
Responsible for providing administrative support, data management and reporting of key figures and performance indicators to the External Exchange team. This role is also responsible for delivering high standards of service to customers.
KEY RESPONSIBILITIES
- Support the external exchange client’s portfolio
- Summarize information from the data base
- Ensure client deposits are successful
- Compile sales reports, manage targets and SLA’s
- Achieve daily, weekly and monthly targets and company performance standards
- Follow up on enquires and/or complaints sent to the team from internal stakeholders and/ or clients
- Assist with updating deposits
- Contact clients to obtain their documentation (Risk Documents, KYC, etc.)
- Maintain detailed records on client documents
- Investigate high risk clients and report where necessary
- Follow up on enquires and/or complaints sent to the team from internal stakeholders and/or clients
- Communicate effectively and efficiently with relevant internal departments and clients
- Represent the organisation to clients professionally and efficiently
- Manage zoom groups and ensure response turnaround time
- System updates – passwords, system errors, client information
- Identify and escalate priority issues
- Action all deposit requests received within the designated timeframe.
- Action all withdrawals requests received within the designated timeframe.
- Monitor withdrawal requests and ensure all are approved or cancelled within a designated timeframe.
- Asses and determine eligible withdrawals and cancel non-eligible requests.
- Check deposits have successfully gone into the system
- Manually enter successful deposits which are missing from the system
- Prepare reconciliations of various accounts
- Contributes to the development and maintenance of standards, policies and procedures regarding customer service
- Responsible for actively ensuring the retention of the customer base
- Handle incoming calls on feedback, complaints and queries
- Communicate effectively and maintain good relations with customers
- Interact with customers to provide them with information to address inquiries regarding their account
- Complete special projects, and miscellaneous duties as prescribed by Management
Desired Experience & Qualification
- Proficient on Microsoft Word and Excel and strong computer literacy
- Detail orientated
- Client orientated attitude
- Assertive, strong and confident
- Strong communication skills (oral and written)
- Ability to work under pressure
- Must be able to multi-task
- Must be flexible and willing to adapt
- Able to work shifts and/or overtime, during the week only, no weekend work.
- Matric / Grade 12
- English first language
- Extensive Microsoft Excel experience
- Previous experience in analysis of data and data management
- Working in a highly pressurized environment
Package & Remuneration
R13 000 to R15 000 per month