Job Description This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The CSC role is fully multi-skilled across products and processes and has extensive, relevant experience.
Duties and Responsibilities
-Provides telephonic and face-to-face service to customers and intermediaries. -Authenticates clients and transactions by following relevant procedures and policies to ensure accuracy and to prevent fraud, risks and losses. -Refers any occurrences outside of mandate or authentication procedure to the Team Leader to prevent fraud, risks and losses. -Delivers on daily production standards and adheres to service and quality standards. -Adheres to business, process and compliance rules. -Liaises with other departments and BUs in inter-departmental activities. -Maintains a record of all complaints coming through the Green Zone. -Tracks customer queries and ensure customers are conducted timeously. -Develops targeted sales campaigns, which increase sales to the organization from corporate and individual customers. -Resolves, tracks and measures resolution timelines of all escalated cases -Carries out surveys to generate customer feedback -Performs general office administration such as follow-ups, client callbacks, policy changes, etc. -Any other duties as assigned by the superior.
Qualifications and Experience
-Minimum of 2 years’ experience in marketing, sales or customer services. -Knowledge of Group products. -Strong working experience in a customer service environment.
