Vuyiseka Fota

Provide solutions via various communication channels, such as phone, email, and chat, ensuring customer satisfaction and retention. Key responsibilities include troubleshooting technical problems, offering product guidance, and maintaining a positive customer experience. The role also involves handling customer feedback, collaborating with internal teams, and continuously improving service efficiency. Excellent communication skills, problem-solving abilities, and a customer-centric approach are essential for this position.

Managing customer interactions across multiple channels seamlessly. Provide consistent, high-quality support through various platforms such as phone, email, chat, social media, and in-person, ensuring a unified and efficient customer experience.

• Developing and implementing social media strategies to enhance the bank's online presence. This includes managing various social media platforms such as Facebook, Twitter, LinkedIn, Instagram.
• Interacting with customers, prospects, and the public through social media channels. Responding to inquiries, comments, and messages in a timely and professional manner. Providing accurate information, addressing concerns, and resolving customer issues effectively.
• Representing the bank's brand on social media platforms and ensuring consistent messaging and brand image across all channels. Monitoring and managing online reputation by addressing customer feedback, complaints, and reviews appropriately.
• Monitoring social media conversations and trends related to the bank and the financial industry. Using social listening tools to gather insights and identify opportunities for engagement, content creation, and addressing customer needs. Analyzing social media metrics and preparing reports to assess the effectiveness of social media efforts.
• Compliance and risk management: Ensuring that all social media activities comply with relevant laws, regulations, and industry guidelines, such as data privacy and security regulations. Collaborating with compliance and legal teams to review content, monitor regulatory changes, and mitigate potential risks.

To provide support to the branch staff/clients in accordance with the bank's quality standards.

To ensure that Capitec policies and processes are followed correctly to provide the best service to our clients.

Providing educational information on the products Capitec offers. Investigating and problem solving using different systems and communication platforms.

• Providing customer service for general reservation queries this includes new ticket sales, rebooking, cancellations of bookings and general queries
• Coach of new onboard staff on the Lufthansa product including soft skills and system navigation.

• Inbound contact center assist customers with queries about their cellphone bill, general queries and taking payments
• Also assisted with first line technical support.

• Inbound contact center assist customers with queries about their cellphone bill, general queries and taking payments
• Also assisted with first line technical support.