Walk-in Centre Agent

Purpose

• Interact with clients face to face, via email and/or telephonically to provide and process information in response to queries and requests.
• Provide the highest level of customer service to all clients taking full responsibility and accountability for the timely resolution of queries and requests.

Requirements

• Matric/ Grade 12 - Essential
• 2 years of solid experience in a client servicing environment dealing with clients face to face
• Finance or investment industry experience will be an added advantage

Skills & Competencies

• Ability to communicate effectively with clients and employees
• Skill in handling complaints
• Ability to communicate fluently (verbal and written) in both English, Afrikaans and two African language
• The consultant should be an effective communicator and troubleshooter, enthusiastic, self-motivated, adaptable, able to complete assigned tasks, and must possess a strong sense of responsibility.
• The ability to be diplomatic is essential because this is a customer service position.

Responsibilities

Ensure client satisfaction 100% of the time:

• First impressions matter and it is your job as a walk-in center consultant to be courteous to clients and create a good first impression.
• Ensuring all services meet the customer’s needs
• Liaise with administrators should you need to resolve the query on FCR
• Ensure internal telephone calls are answered in an efficient manner, ensuring a professional approach at all times

Productivity:

• Accurate capturing of walk-in center member records as per call center capturing standards
• Ensure all documentation scanned and captured onto CRM
• Ensure all documentation sent via email to the administrator using the fund distribution list (soft copy)
• Ensure all documentation handed to back office within 8hrs (hard copies) via internal mail
• Ensure 100% logging onto CRM
• Ensure greeting and closure of contact are used according to the protocol document
• Ensure not on Non ACD status
• Ensure available on CIC for 7hrs
• Quality of service delivery and communication provided to internal and external clients
• Escalations to team leader/ manager to be Validated
• Ensures all unnecessary paper work is filed away
• Ensure average handling time should not exceed 15 minutes
• Build and establish relationships at all levels with internal
• departments, so as to ensure that timeous resolutions are
• found to any problems that might arise
• Database updates and information maintenance

Additional Information

• While we have tried to ensure the accuracy of the information, Salary Magazine cannot accept any responsibility or liability for any errors or omissions.
• You should always check with the Job Center or employers directly to confirm the details are still accurate before applying.
• If you need further help with this job or any other, please feel free to ask.
• Best of luck with your job application!

Ref No

• PC3192