CUSTOMER CONTACT CENTER AGENT – NEDBANK

Key Responsibilities:

Attend to customer inquiries via telephone, e-mail, money app and website queries regarding customer support issues.
Handle 900 incoming calls per month or 7.25% of total incoming calls
Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards.
Correct transfer of clients to relevant department within Bank.
Update the ticketing system to ensure all data pertaining to calls and emails is thoroughly tracked and managed.
Actively drive own learning and development.
Attend to day to day issues and collect information that assists in decision making
Assist with campaigns and do cross selling (Achieve Sales Targets)
Ensure customers are signed up for all Electronic Banking channels, assist with password reset/activations
Assist with statement requests
Meeting sales targets/ Identifying cross selling opportunities through client engagement
Adhoc duties

Requirement(s)
Key Competencies:

Planning and organizing
Sound experience in all aspects of Customer Contact Centre
Understanding of Retail Banking (products, processes, systems)
Must be customer service oriented with excellent interpersonal and communication skills
Self-confident, and be able to work independently
Key Requirements/Experience
Grade 12 (25 points) (with a C symbol in English), Tertiary studies will be an added advantage
Experience in the Banking Industry will be an added advantage
Computer literate (MS Word, MS Excel, Outlook, MS PowerPoint).