Role Purpose:

To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer request and managing customer’s expectations.

Responsibilities:

• Drive significant growth and profitability in the context of cost management.
• Deliver exceptional service that exceeds customer and stakeholder’ expectations through proactive, innovative and appropriate solutions. Manage SLA's with internal and external service providers.
• Engage with the customers in a professional way as specified in the service standards. Ensure customers’ needs and expectations are understood. Process the customers' requests in an efficient and effective way.
• Resolve all customer queries efficiently, and within agreed timelines.
• Build and maintain relationships with internal and external parties to support the business strategy
• Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request.
• Comply with governance in terms of legislative and audit requirements
• Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
• Manage own development to increase own competencies.

• Qualifications and Experience
  Grade 12, Tertiary qualification, Banking qualification
• Computer Literacy
• 1 to 2 years in customer service