Gauteng Call Centre Consultant Jobs – 40 Vacancies

Posted on :

6 Aug, 2013

Category :

Call Centre Jobs in South Africa, Jobs in Gauteng - Gauteng Jobs

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


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