Nedbank is recruiting a Clerk: Client Service, in Windhoek, Namibia.
Description
- To provide professional and efficient customer services in order to optimize client experience for Nedbank clients and ensure continued relationships are created and maintained
- Attend to high priority or complicated queries, requests and or complaints
- Manage agent efficiency, productivity and quality
Duties
- Attend to customer inquiries via telephone, e-mail, money app and website queries regarding customer support issues
- Handle 900 incoming calls per month or 7.25% of total incoming calls
- Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards
- Correct transfer of clients to relevant department within Bank
- Update the ticketing system to ensure all data pertaining to calls and emails is thoroughly tracked and managed
- Actively drive own learning and development
- Attend to day to day issues and collect information that assists in decision making
- Assist with campaigns and do cross selling (Achieve Sales Targets)
- Ensure customers are signed up for all Electronic Banking channels, assist with password reset/activations
- Assist with statement requests
- Meeting sales targets/ Identifying cross selling opportunities through client engagement
- Adhoc duties
Requisites
- Essential Qualifications - NQF Level:
- Matric / Grade 12 / National Senior Certificate
- Preferred Qualification:
- Grade 12 (25 points) (with a C symbol in English), Tertiary studies will be an added advantage
- Minimum Experience Level:
- Must have experience in customer service /Call center the Banking Industry will be an added advantage
- Must have sound experience in all aspects of Customer Contact Centre
- Understanding of Retail Banking (products, processes, systems
- Technical / Professional Knowledge:
- Customer service principles
- Relevant product knowledge
- Governance, Risk and Controls
- Behavioural Competencies
- Applied Learning
- Building Partnerships
- Earning Trust
- Communication
- Customer Focus
- Stress Tolerance
- Managing Work
- Quality Orientation
Notes
- Only shortlisted applicants will be contacted