Professional Front Office Agent
| Location | Parktown, South Africa |
| Date Posted | October 24, 2020 |
| Category |
Administration
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
This role will be responsible for providing a professional service to PPS members and associated parties via an inbound contact centre model. The successful incumbent will be a member of the primary contact team reporting to the Manger Member Services. Email and online customer interaction will be part of this individual responsivities. This role will entail shift work between 7am and 9pm.
Duties & Responsibilities
- Answering incoming calls and respond to customer’s emails professionally
- Providing product and service information to customers
- Managing and resolving customer complaints
- Routing calls to appropriate resources
- Documenting all call information according to standard operating procedures
- Identifying and escalating issues to supervisors
- Researching the required information using available resources
- Researching, identifying, and resolving customer complaints using applicable software
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Complete call logs and reports
Other duties:
- To execute policies and procedures related to service delivery in Operations and between other areas
- Build and maintain relationships with relevant stakeholders
- To take ownership of service level standards and ensure they are reached consistently
- Identify process and procedure improvements and make recommendations to streamline and simplify processes
- Escalate systems failures to the appropriate support team in order for the team to stay productive
- Agree duties with team members in order to achieve operational targets including prioritization and work schedules
Desired Experience & Qualification
- Grade 12/Matric
- A 3-year tertiary qualification (Degree/Btech) with relevance business orientation
- 1 to 3 years’ customer service experience
- 1 to 2 years’ experience working in call centre AND back office processing is a clear advantage
Knowledge and Skills:
- A good business acumen
- Knowledge of customer experience techniques
- Knowledge of Financial institutions (advantageous)
- FAIS and FICA knowledge (advantageous)
Behavioural Competencies
- Competent writing and communication skills
- Proactive thinking
- Able to handle pressure situations
- Problem-solving
- Business acumen