Job Description

Job Summary JOB PURPOSE:
Engage with and resolve client issues via e-mail and via Zendesk. As the first point of contact, you will be responsible for carrying out root cause analysis and resolution in a timely and effective manner.ACCOUNTABILITIES & DELIVERABLES:

• Providing excellent customer experiences at all time
• Provide an understanding of investment, personal finance, and stock trading concepts in a simple and accessible way
• Meet or exceed daily volume targets
• Be a key part in monitoring, facilitating, and improving operational processes and working with the back-office team to deliver exceptional service to clients.
• You will be responsible for ensuring the success of your clients and queues by leveraging all resources to provide a best-in-class user experience.
• Verify & update customer information
• Proactively offer solutions to any issues or concerns that customers might face
• Outstanding administrative skills that cover planning, organizing, and time management skills
• Ownership of the customer experience and follow-through
• Working to a high degree of accuracy and speed
• Able to comprehend complex customer queries
• To be able to identify when to escalate customer queries and complaints timeously
• Be able to pass all training modules during new hire and ongoing campaign training

PERSON SPECIFICATION (Essential)

• Matric
• Clear criminal and credit record
• Fluent in French
• High level of English proficiency (both verbal and written)
• Computer literacy - the ability to speedily navigate multiple systems effectively
• Effective problem-solving skills
• Proven experience in delivering exceptional customer care
• Results-orientated with solution-driven mentality
• Positive attitude and motivated mindset
• Quality of interaction
• Availability to work shifts in a 24/7 environment

EXPERIENCE:

• Minimum 12 months of international Call Centre experience (Essential)
• Experience with phone, chat, and email support
• Experience working with Zendesk (Advantageous)
• Experience working within an international financial services campaign (Advantageous)

Believe ResourcingCompany

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