Applications accepted until: 17th of Jun, 2014
\nAdvert Code: CALLAGRET17
\nAvailable openings: 17
\nNedbank Sub Division Cluster
\nNedbank Integrated Channels
\nFAIS Affected:
\nYes
\nLocation:\u00a0Nedbank Contact Centre ,Sugar Mill Campus – Mount Edgecombe – Durban<\/p>\n
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Job Purpose:<\/strong> <\/p>\n Key Performance Areas:<\/strong><\/p>\n CONTACT AND RETAIN EXISTING CLIENTS<\/p>\n “focus on client retention and efficient quality service. Identify needs and prepare value add offer to meet client need prior to making call based on data provided<\/p>\n Communicate value add proposition to client <\/p>\n PERSONAL DEVELOPMENT AND TEAM WORK<\/p>\n “live the values<\/p>\n Improve own assessment skills and knowledge <\/p>\n Essential Qualifications:<\/strong> <\/p>\n Preferred Qualifications:<\/strong> <\/p>\n Job Related Experience:<\/strong> <\/p>\n Technical Competencies:<\/strong><\/p>\n COMPUTER LITERACY<\/p>\n <\/p>\n
\nTo proactively retain existing clients through providing a consistent client experience and value add client propositions. This will be achieved by A) outbound: contacting potential attritors based on customer research data b) inbound: responding to internal transfers or leads generated from elsewhere in the team<\/p>\n
\nFulfil client need and\/or resolve issues
\nEscalate on value proposition where appropriate
\nIdentify any cross sell opportunity and refer
\nRespond to and process retention leads OR work from pre-loaded data and new leads \u2013 process is a First call resolution
\nComplete all on call capturing accurately and quickly
\nProvide ongoing feedback for continuous improvement
\nDeliver consistent client experience adhere to SLAs, compliance and regulatory requirements achievement of set objectives”<\/p>\n
\nFormal and informal training and research””
\nAgree BSC and development plan
\nAttend relevant coaching and training initiatives as planned
\nBuild and maintain relationships with all stakeholders”<\/p>\n
\nMatric
\n1 year call centre experience
\n6 months sales experience<\/p>\n
\nCall Centre course<\/p>\n
\n1 year call centre experience
\n6 months sales experience<\/p>\n\n