Rep II- Customer Support Ops - REMOTE

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What We'll Bring

• Manage incoming calls and emails for both English speaking banking and business customers.
• Respond to emails, and review contracts and other documents.
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets and call handling metrics
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep accurate records of customer interactions and process updates or dispute information on consumer files
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough

What You'll Bring

What you will do:

• Manage incoming calls and emails for both English speaking banking and business customers.
• Respond to emails, and review contracts and other documents.
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets and call handling metrics
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep accurate records of customer interactions and process updates or dispute information on consumer files
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough

Impact You'll Make

What you will bring

• Proven customer support experience or experience as a client service representative. Experience in a contact-center environment is considered an asset but is not mandatory.
• Track record of over-achieving quotas
• Strong call handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High attention to detail and ability to meet quality standards
• Comfort with technology and the ability to handle multiple systems at one time
• Previous experience in a credit or financial industry is preferred but is not considered mandatory
• High school diploma or equivalent (College diploma is preferred)

It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.

TransUnion Job Title

Rep II, Customer Support Operations