Category: Ops & Admin - OF6310
Posted by: Alexander Forbes
Posted on: 27 Jan 2025
Closing date: 03 Feb 2025
Location: Sandton
Purpose Of The Job
Interact with telephonically or via email to provide and process information in response to queries and requests. Provide the highest level of customer service to all clients taking full responsibility and accountability for the timely resolution of queries and requests
Overview
Education
- Matric Essential
- Certificate: Customer Relationship Management - Advantageous
- Contact Centre Agent Qualification Advantageous
- 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
- 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 availability 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 clients latest contact details
- First Contact Accurate data entry, capturing clients 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
- 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
