Customer Service Management
Investigate all customer queries, liaising and assisting all relevant stakeholders to resolve customer queries within the agreed upon SLAs.
Responsible for the end to end management of the query portal, logging, tracking and monitoring customer queries.
Escalate complex queries/outstanding disputes to Regional Customer Liaison Officer for resolution.
Investigate no service enquiries, obtain all relevant documentation and present to the Centre Manager for approval of credit notes where necessary, processing according to company policies and procedures.
Build and Maintain Stakeholder Relationships
Build and maintain relationships with all relevant stakeholders, internally and externally.
Responsible for educating customers on SBV processes (accompanied by the respective banks relationship manager) to maintain SBV deposit processing standards.
Responsible for updating and maintaining customer information on the customer service database.
Incident and Claims Management
Obtain all paperwork for the daily incidents, investigations and claims, collate and report to the relevant stakeholders.
Escalate outstanding paperwork to HOD for immediate action.
Resolve customer incidents and provide regular updates with regards to progress.
Obtain reference numbers from Banks and update on the relevant system.
Responsible for the end to end management of the incident and claims management system, logging, tracking and monitoring all customer incidents.
Responsible for the filing of daily incidents and claims for the relevant month.
Secure and save video footage as per customers request.
Arrange cash centre access for customers to view video footage as and when necessary.
Follow up on outstanding credits daily and escalate to the Regional Customer Liaison Officer where necessary.
Inform relevant stakeholders of any operational delays which may impact delivery of service.
Follow up with customers and investigations teams as to outstanding claims received.
Reporting
Report on all queries falling out of SLA and submit to Regional Customer Liaison Officer and Customer Liaison Manager.
Compile a Trend Analysis report weekly, providing recommendations to the Regional Customer Liaison Officer.
Escalate all possible losses to internal investigations by means of an incident report.
Liaise with relevant stakeholders to obtain any information needed for reporting purposes.
Investigate and report on all claims, providing feedback to the Regional Customer Liaison Officer and the customer.
Conduct a root cause analysis and report on all ACDP and Desk Top differences, resolving or escalating where necessary.
Live the organisation culture within one's centre
Live the department's values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.
Provide leadership to employees within the organisation, creating a winning culture and high morale.
Lead as an Ambassador and executor of Change.
Act as a change champion in periods of change to ensure continuity to operations.
Minimum Requirements: Work Experience
3 Years' experience in a similar role handling customer queries within the financial / business industry.
Minimum Requirements: Education
1 Year Certificate in Customer Services / Business Management.
Behavioural Competencies Required
Analytical and Critical Thinking Ability: Ability to gather sufficient data to understand a problem, to look at a situation from different perspectives, to be able to break a problem into smaller components, and to look for underlying causes or thinks through the consequences of different courses of action.
Problem Solving: Ability to accurately define a problem, identify the root cause of the problem, generate workable solutions for the problem, and select and successfully implement the most appropriate solution to solve the problem.
Customer Service Orientation: To demonstrate a concern for performing work of a high standard, to align service/ products with customer expectations, to develop solutions for customer concerns or problems, to value the customer's inputs and maintain an open communication channel with customer, and to react appropriately to customer demands.
Relationship- and Alliance Building Skills/ Social Intelligence: Ability to skilfully use interpersonal- and networking skills in order to develop a sound relationship/alliance and cooperate with key stakeholders inside/ outside the organisation and maintain such a relationship over time towards the achievement of objectives. Navigating complex social and political situations effectively.
Verbal, Non- Verbal and Written Communication Skills: Ability to effectively interact with individual/ group, using appropriate verbal-, non-verbal- or written communication on the required level, and sending out/ receiving a clear message in the intended way.
Conflict Management Skills: Ability to directly interact with affected parties applying interpersonal skills, in order to defuse anger, identify the root cause of the disagreement between two parties and to effectively resolve it in a constructive way to promote future cooperation.
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