CUSTOMER SERVICES REPRESENTATIVE, Durban

CORE PURPOSE OF THE JOB

To provide and ensure excellent customer service both internally and externally by adherence to
the Banks policies and procedures in order to minimize risk.

MAIN FUNCTIONS OF THE JOB
Customer Handling
• Actions incoming requests (calls, emails, faxes, sms, Casengo) and facilitates resolution.
• Answers all inbound calls related to customer queries.
• Logs queries and complaints on the Customer Complaints Register.
• Channels queries / complaints to the relevant department.
• Follows up on resolution of queries / complaints.
• Closes call when query / complaint is resolved.
• Contacts customers who left messages on the IVR and follow process as required ie. If complaint
log on complaints register and follow through until resolved
• Assists customers with all Bank related products and services queries

Technical Support
• Provide technical support to clients and staff on systems and programmes.
• Talk staff or clients through a series of actions over the phone to help resolve issues.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Test and evaluate new technology.

Maturing Investment
• Extracts list of maturing accounts on a daily basis with accounts maturing in 7 days times
• Sends out sms notifications for accounts maturing.

Administration
• Posts stats every morning before 11 am on whatsapp groups.
• Withdrawal sms's must be completed at the end of the same day.

Customer Surveys
• Reviews reports in respect of new accounts opened.
• Conducts customer surveys on all new customers.
• Logs feedback in respect of rating below 3 onto the Customer Complaints Register.
• Escalates customer feedback to the relevant Branch Manager if rating is below a 3 in any area of
the survey.
• Follows up with the relevant Manager in respect of the area of concern until resolved.
• Closes call on Customer Complaints Register once area of concern is resolved.

Online Statement System
• Verify Online Registrations on the day of receiving registration.
• Assist clients with Electronic Banking queries and registration processes.

Other
• Responsible for meeting objectives as directed by customer services manager for outbound call
centre targets.
• Responsible for meeting objectives as directed by customer services manager for release and
indemnity calls. 

QUALIFICATIONS
• Matric

PREFERRED EXPERIENCE
• 3 – 4 years in the Banking industry with at least 2 – 3 years in a customer centric position

KNOWLEDGE
• Enterprise system
• Cisco System
• Real Connect system
• AFS system
• Microsoft office
• Email and Internet
• Vodacom smsing system
• Understanding of policies and procedures
• Basic knowledge of service level agreements between departments
• knowledge in how operating systems and software works.
• The capacity to clearly explain a technical problem