Inbound Agent: Customer Contact Centre

Primary Purpose

The successful incumbent will be responsible for handling and building strong relationships with the Bank customers through inbound telephonic, online and email communication /interaction with Bidvest Bank Clients. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with Client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Provides accurate product information to clients in line with predetermined Bidvest Bank processes, standards and protocols.

Minimum Requirements

REQUIRED MINIMUM EDUCATION AND TRAINING

• Matric

• RE 5

• FAIS recognized qualification or equivalent is preferred

REQUIRED MINIMUM WORK EXPERIENCE

• 1 - 2 years relevant experience in a Customer Contact Centre environment

• Proficient in relevant computer applications (Ms Office)

• Knowledge of customer service practices and principles

TECHNICAL COMPETENCY REQUIREMENT

• Knowledge of regulations and compliance function related to FAIS and FICA Act.

• Ability to provide customers with service, support and improvement opportunities to increase their consumption of a product or service and

maximise retention, cross-sell and upsell opportunities within the customer base.

• Excellent communication - able to follow the Customer Contact Centre scripts and calm irate customers down

• Service Excellence - dealing with customers regarding potentially complex

financial / emotional situations and ensuring that situations are effectively resolved to the benefit of the business and the customer without escalation to team leader.

• Ability to connect with the Customer, understand their needs and design a solution bringing together wide variety of services.

• The ability to connect, build relationships and communicate information relevant to the stakeholder groups depending on their level of work in the organisation.

• The ability to handle queries effectively and formulate appropriate responses.

• Understanding of the Bank’s products to accurately, persuasively and effectively communicate with customers about the product, its features, benefits, uses, and support needs. This enables one to identify cross selling opportunities and respond to customer queries.

This position is advertised in line with our commitment to Employment Equity.