Gauteng Call Centre Consultant Jobs – 40 Vacancies

Call Centre Consultant Jobs in Gauteng

Province/State: Gauteng

City: Auckland Park

Employment Type: Permanent

Number of position: 40

Job Function Note:

• Ensure authentication of both the existing clients and 3rd parties e.g. dealerships to meet set out security measures in the Contact Centre
• Authenticate client’s personal information by asking National Credit Act related questions
• Compliance with all regulatory requirements from the various governance
• Ensure the correct information is on customer’s profile when accessing account details
• Assist the client with account queries and provide them with the correct information on their accounts
• Advise the customer and client on the most convenient date and time and venue
• Merging of the clients profile and integrating it into the Financial Banking Services System
• Obtain and data capture client’s details to ensure record of accurate information on systems
• Follow up and contact customers on agreed time to give feedback to the customers
• Resolve all incoming client’s requests and queries via telephone, email system etc.
• Ensure First Call Resolution is adhered to at all times
• Adhere to prescribed turnaround times set out as per the specific line of business and report any outstanding requests to the Team Leader
• Capture all calls to enable trend analysis and provide feedback to the team leaders on recurring issues
• Sell, cross sell and up sell products and services to existing and potential new customers, focussing specifically on the home loans range of products
• Accurately capture customer’s information on Encompass for first call resolution.
• Escalate of customer queries to the relevant support departments including Legal, Sales, Admin, and Retention etc.
• All complaints to be resolved within agreed Service Level time frames.
• Ensure all call backs to customers are done in the agreed and specified times.
• Provide status (resolved or not resolved) on previous requests logged with the contact centre to Team Leader
• Maintain and continuously look for opportunity to develop skills and knowledge base

Job Requirements:

• Grade 12 or equivalent NQF level 4 qualification or higher
• 3 years Call Centre experience, customer service and outbound experience
• Proficient in MS Office (Word, Excel, and Outlook) and the Internet
• Able to work shifts 24/7
• Call centre certificate (previous Banking Experience) preferable
• No criminal record, credit clear

How to Apply for Gauteng Call Centre Consultant Jobs

Click on this link to apply online