Call Centre Agent E – First National Bank of Namibia (FNB)

purpose:

To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved.

Responsibilities:

• Manage costs / expenses within approved budget to achieve cost efficiency.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
• Regular feedback to customers and or branches regarding progress made on resolving the query.
• Resolve all customer queries efficiently, and within agreed timelines.
• Attends to daily control log sheets and maintains an accurate diary system for queries.
• Attends to inward telephonic, email, fax enquiries and queries via the queue system.
• Compiles daily statistics relevant to number of customers and queries attended to.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
• Continuously updates the customer information system.
• Report on required Call Centre activities and deliveries to improve business results.

Experience and Qualifications:

• Grade 12, Relevant Certificate or Diploma.
• 1 Year related experience.
• Demonstrated verbal communication skills, good computer skills and technical affinity.
• Product knowledge and systems knowledge.