Customer Service Representative PPT

Job description

PURPOSE OF JOB:

To achieve sales targets through the provision of superior service to customers in line with all governing regulations and policies. Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

MAIN ACTIVITIES / TASKS:

• Deliver a superior customer experience, communicating effectively when selling financial products ensuring requirements are clearly conveyed and accurate feedback is obtained from prospective customers and reference sources
• Listen like an expert, clarifying where necessary, when attending to a range of customer enquiries/complaints to ensure that they are clearly understood
• Follow up relentlessly and advise customer/line manager of actions initiated when necessary to resolve enquiries/complaints
• Be a tech wizard using technology effectively when dealing with customer accounts so as to accurately and timeously capture the required information onto the appropriate systems
• Identify and solve problems when dealing with customer accounts/ information so that appropriate actions are initiated to report discrepancies and prevent financial loss to the organisation
• Ensure you have expert knowledge and understanding of all Financial Services products in order to effectively negotiate with customers when selling the benefits
• Understand Financial Services products and sell in accordance to the FAIS(Financial Advisory and Intermediary Services Act)
• Be a team player
• Be a champion for the Edcon business

Desired profile

Qualifications :

COMPETENCIES AND EXPERIENCE:


• 3 months formal or practical training
• Outbound skills
• Sales and customer services experience within a Financial Services oriented call centre environment.
• Customer Interaction Handling
• Problem Solving
• Excellent communication skills

EDUCATION:


• Matric