Education

• Matric – Essential
• Certificate: Customer Relationship Management - Advantageous
• Contact Centre Agent Qualification – Advantageous

  Experience

• Minimum 2 years proven work experience in a contact center environment at a financial services organization
• Experience working on CRM and VOIP – 2 years minimum
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Ability to speak more than 2 languages

  Key responsibilities

  Customer service

• Acknowledge and appropriately assist clients in a timely manner, maintaining agreed service level
• Manage telephone calls professionally, efficiently and with good communication skills.
• Accurately log all expressions of dissatisfaction from clients onto the complaints system.
• Use appropriate greeting and closing/ending and exercise courteous mannerism. Build a rapport, by accurate use of voice, tone, pitch, body language/gestures.
• Ability to engage clients in conversations that build an understanding of their needs & requirements by using effective probing and listening skills
• Creating a positive client experience by providing accurate business information, escalate when needed in a professional and timely manner
• Display a sense of urgency towards all client inquiries, demonstrating the importance of the client.
• To maintain and update all contact details with availiability of various contact methods on file.
• Matching response appropriately to clients communication
• Willingly and openly sharing information to add to team effectiveness
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
• Capture accurate status codes on all customer contacts ensuring correct reporting and follow ups.
• Cature all secondary contacts (appointments) with detailed notes onto CRM for quick and easy understanding of client query.
• Escalate customer queries / complaints to Senior staff when necessary.
• Maintain minimum service level targets.
• For queries that are unable to resolve within FCR queries to be forwarded for BO intervention immediately via the CIC admin team.
• Individual's knowledge is up to date on industry trends/changes as well as Alexforbes products and service offerings. This is attained by achieving 85% on all Product and System Assessments on a monthly basis
• To assist in other areas within Business Support when required.

  Data management and integrity

• Re-visit - Confirmation of data entry, maintaining client’s latest contact details
• First Contact – Accurate data entry, capturing client’s latest contact details
• All client contacts recorded accurately
• All client feedback and BO responses recorded accurately to support continuous improvement culture.
• 1% error rate on wrap up codes selected
• 1% allowance on open cases
• Correct selection of wrap up codes enabling accurate reporting.
• 95% capture rate

  Adhering to policies, procedures and protocols

• 100% adherence to Divisional policies, procedure, protocols and SLAs
• 100% adherence to AFFS policies, procedures and guidelines
• Monitor effective use of business tools and equipment
• Full adherence to schedules and Contact Centre Handbook protocols
• Meeting customer survey satisfaction standard
• Proactively identify opportunities to cross-sell Alexforbes products and services
• Adhere to the POPIA act – Confidentiality and no documentation to be visible to clients

  Treat customers fairly

• By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationships.
• Understand the TCF principles and use them when dealing with clients
• Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public.

  Personal development

• Attendance and active participation in professional development, training and coaching sessions as required.
• Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
• Contributing to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators

  Competencies

  Business skills

• Time management
• Problem solving
• Adaptability
• Customer Service
• Negotiation skills

  Functional skills

• Effective communication skills. The ability to express oneself clearly verbally and via written communication in order that the content is understood by the receiver.
• To have the energy and drive required to meet the challenges of work.
• Communicate with clients on a variety of channels
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner Adjust language, terminology and needs of the client
• The ability to accept change and adapt ones approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organization, processes, protocols, requirements, or cultures
• The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal
• The ability to handle stress and problems without loss of focus, enthusiasm and professional composure.

  People skills

• Active Listening Skills
• Knowing and how to show empathy
• Flexibility
• Patience

  Core competencies

• Consistently high quality of work – Superior work standard
• Excellent customer service
• Knowledge retention
• Fast and efficient
• Attention to detail and ability to follow up
• Quality awareness
• Excellent communication – verbal and written
• Technical Proficient
• Reliability and consistent