Duties and Responsibilities

• Logs and tracks all enquiries and complaints on the system (first line of support).
• Handle customer calls and provide accurate and satisfactory answers to queries and concerns the first time (First Call Resolution).
• Conducts preliminary investigations.
• Liaises with relevant stakeholders to resolve complaints.
• Provides customer services to all stakeholders via telephonic and other customer contact methods.
• Ensures service levels and performance is maintained in terms of the national MIBCO Mission, Vision and Statement.

Knowledge / Experience / Skills / Abilities

• Ability to withstand pressure and provide the clients/customers with above average services.
• Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results.
• Must at all times be diplomatic and assertive with customers/clients.
• Ability to overcome obstacles, make informed decisions and resolve customer problems.
• Ability to work independently and use initiative along with problem solving abilities.
• Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
• Excellent communication skills
• Excellent interpersonal and telephone etiquette skills
• Must be meticulous in carrying out tasks/instructions with excellent attention to detail.
• Good team player

Requirements

Qualifications

• Matric (Grade 12)
• Call Centre / Financial / Administration Certificate or equivalent advantageous
• Knowledge and experience of Funds processing.
• Above average verbal communication and listening skills
• Customer service orientated behavior towards callers, service providers,
• Intermediate computer skills
• Experience within a call center environment will be advantageous.