NONTANDO MAGAZI

Job Description Summary To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs)

• Customer Service: Respond efficiently, accurately, and courteously to all customer service matters, complaints, requests.

• Support the development and maintenance of processes in Customer Services Centre: Adhere to all processes in the CMP Customer Services centre and identify opportunities to improve Client Servicing processes.

• Monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with Absa's risk and compliance policies and procedures as well as legal and regulatory requirements.

• Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively.

• Self-development: Owning and being proactive about own training and development.

• Provide telephonic and face to face service to customers and intermediaries
• Deliver on daily production standards and adhere to service and quality standards
• Adhere to business, process and compliance rules
• Build and maintain relationships with other departments, intermediaries and sales advisors
• Manage customer relationships in person or telephonically
• Perform quality checks on own work and adheres to service and quality standards
• Collaborate effectively with others to achieve business results
• Inform clients of requirements, procedures and provide input to other areas such as client feedback or queries
• Perform general office administration such as follow-ups, client call-backs and policy changes
• Manages and resolves customer complaints and queries

• Ensuring first contact resolution at all times
• Providing exceptional customer experience by addressing queries using multiple channels such as voice, email
• Assisting customers in gaining the most value from their products and services
• Identifying additional opportunities for solutions to benefit the customer's business needs
• Using relevant software and tracking systems to record customer information, engagement or reported issues
• Escalating unresolved customer issues to appropriate resources
• Following through on commitments

• Answering incoming calls
• Responding to clients email
• Resolving customers complaints and enquiries
• Identify and escalate issues to supervisors
• Provide product and service information to clients
• Research, Identify and resolve customers complaints
• Follow up in customers call where necessary
• Do other duties as assigned

• Taking Inbound calls (Telephone Banking, General Enquiries, E-Stamp Enquiries and Internet Banking)
• To promote and sell the bank's product to clients
• To ensure effective completion of required administration and customer service
• Retention of existing clients
• Acquisition of new clients
• Providing excellent customer service to various clients
• Maintain relationship with internal and external clients
• Solved all clients related issues

• Get leads loaded in the basket
• Dial leads (SMS and Database), cold calling leads
• Pitch and sell various products (Life, Funeral, Legal, Hospital, Accidental and Wealth Plan)
• Make sure to always pitch and close a sale
• Providing excellent customer service to various clients
• Ensure that I provide service that clients can trust and buy from
• Daily target 3 sales
• Monthly target 60 sales