Overview

Officer Customer Care Centre

JOB PURPOSE

A 24/7 inbound and outbound Contact Centre role tasked with timely response ,resolution of customer queries and complaints raised by clients via telephone, email and social media as well as cross sell and retention of customers.

 

KEY RESPONSIBILITES

 

Email/Social media/VRM Query Handling

Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
Ensure that quick queries received are dealt accordingly with no delay in TAT
Ensure that all investigative queries are logged promptly and/or escalated according to the SLA guidelines.
Promptly escalate queries that cannot be resolved within TAT
Promptly address the VRM alerts within stipulated SLAs telephonically or via email and update VRM records.

Telephone Query Handling

Support 24hr Service Centre through scheduled availability
Answer telephone calls in a professional manner, adhering to required standards: Identify Bank identifies self, address customers by name, and provides prompt, accurate service within prescribed SLA.
Meet the set targets on call volumes, Quality monitoring and schedule adherence
Stakeholder engagement
Know and understand the different Products offered to our customers. Keep yourself updated as the products change
CCC – work towards achieving the team ISS score

Risk and Compliance

Maintain high level of system and product knowledge to achieve fast telephone and mail resolution
Ensure that the defined “Customer Security Check” is done with every interaction with the customer.
Ensure any system issues are immediately escalated through the appropriate channels.
Efficiently cancel and replace lost/stolen or damaged cards
Ensure due diligence is carried out before unlocking funds
Ensure transaction monitoring is effectively done and notations put on Visa Risk Manager (VRM) Tool

Cost Management

Ensure 100% revenue collection for CCC related chargeable requests
Update the Revenue record regularly
Maintain CCC costs through rationalization and ensure no revenue leakage
Cross selling and retention
Identify and convert leads generated
Engage customers with intentions of retaining them as valuable clients.

Personal Development

Attend scheduled team trainings
Ensure to obtain the requisite average score on quizzes
Complete mandatory on-line trainings
Ensure 100% leave uptake annually
Follow through on PDP agreements for personal developments.
Continuously improve your professionalism through certified trainings and courses.

QUALIFICATIONS

First degree – General Social Science
Service or Management related qualifications an added advantage
1-2 year experience in a Call Centre, Service-oriented or Branch environment with additional experience handling customer queries on email and/or telephone

 

MODE OF APPLICATION

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About Standard Bank Group

Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary goals and standard of excellence we intend to achieve in the medium term. With a heritage of over 150 years, we have an on-the-ground presence in 20 countries in sub‑Saharan Africa; fit-for-purpose representation outside Africa; and a strategic partnership with the Industrial and Commercial Bank of China (ICBC). In line with the realities of risk, regulation, technology and competition that characterise our operating context, we continue to invest significantly in our diversified operations; our people and culture; our systems and infrastructure; and our brand. In doing so, we understand that our commercial success and social relevance over the long term depends on placing our clients at the centre of everything we do, and ensures that the outcomes of our activities are a catalyst for growth on this continent we call home. The long-term foreign currency ratings for The Standard Bank of South Africa, the single largest operating entity within the Standard Bank Group, are: Fitch Ratings BBB- (negative), Moody’s Baa2 (negative) and Standard & Poor’s BBB- (negative). The group is listed on the JSE Limited, share code SBK, and the Namibian Stock Exchange, share code SNB. The largest bank in the world, ICBC, is a 20.1% shareholder in the group. Other than the 20.1% ICBC shareholding, 32.9% of Standard Bank’s shareholder base is foreign. We subscribe to the Code of Banking Practice, a set of principles governing banking in South Africa and ensuring the highest standards of professionalism, integrity and fairness.