Customer Service Representative

Job Description• Assist customers via the inbound/outbound calls received• Meet required criteria for call quality standards. • Maintain customer relations with a high degree of internal and external customer service. • Possess effective problem solving skills to ensure timely problem recognition and resolution. • Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures. • Recording and updating customer information via the organization’s internal systems • Resolving customer queries at first point of contact • Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer • Ensure call handling and service quality is maintained Person Specification• Excellent telephone manner/interpersonal skills • A customer focused, enthusiastic and flexible approach • Ability to work in a targeted environment • Good problem solving, questioning, negotiating and influencing skills • Adaptable to change and ability to work under pressure • Ability to work to a high degree of accuracy • Consistently high standard of time keeping and attendance • Basic keyboard proficiency Ability to handle high profile clients and escalation queues• Ability to answer General queries (Low/ Medium Complexity) and/or complaints of (potential) customers regarding financial and banking productsKnowledge/Experience: •Previous experience, 6 months to 1 years of experience in an inbound/ Outbound Customer service environment (Contact Center/Call Center - Preferred)