for FCSD-International Voice Process

The Opportunity:

· Working in a contact Centre environment handling multiple customer queries from our customers typically on multiple products and or propositions

· Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.

· Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, service and solutions.

· Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.

· Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities.

· Advising, communicating, empathizing, resolving conflict and responding sensitively to clients

· Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction

· Recognize and adjust support approach to accommodate all levels of customer's experience.

· Communicate positively with team members, customers, and other partners.

· Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.

· Direct customer queries to the relevant team thus providing best customer service.

· Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.

· Participate in team meeting / team activities and work towards sustaining team spirit.

· Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines to satisfy the customer.

Qualifications - External

What you will need to succeed in the role:

We are currently looking for dedicated professionals to join our Customer Service teams. Banking and Contact Centre experience are not essential. What we're really interested in is a genuine passion for going above-and-beyond for our customers on calls & everything else we can teach you

· Minimum 6 months of Customer service / Helpdesk experience (essential).

· Must be proficient in English (Written/Verbal) with good typing skills.

· Open to working flexible shifting schedules.

· Must be flexible, customer centric and can 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 verbal and written communication skills and is always polite and friendly.

· Displays patience and empathy.

· Flexibility to work in shifts.

What additional skills will be good to have

· Ability to build rapport with people.

· Ability to maintain focus while working with voluminous data.

· Ability to write business letters and report

Full time