Senior Contact Centre Service & Sales Representative

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Job Benefits

Deal with contacts with our customers in a polite and friendly way, instill customer confidence and resolve customer’s issues at first contact where possible
Deliver what is promised in line with customer expectations
Offer value added products and services based on customer needs analysis and ensures customer understanding of those products
Provide excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
Generate customer loyalty through strong knowledge of key products and services
Own and resolve issues
Handle escalated customer calls
Treat customers fairly and with integrity

Must have education standard to at least university diploma and be of a legal working age
Must be proficient in language(s) required by the process
Be open to working flexible shifting schedules
Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations
Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
Ability to work in a high-volume, fast paced environment is required
Proficiency with personal computers and basic software packages and specialised applications
Excellent communication skills and is polite and friendly at all times
Displays patience and empathy
A knowledge expert who has the ablity to teach/mentor others