Call Center Representatives at Adcorp Holdings Limited

About the job
Our client in the financial services industry based in Cape Town is looking for dedicated and customer-focused Call Centre Agents to join their team.

Responsibilities: 

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Address customer inquiries, provide information on financial products and services, and resolve issues effectively.
• Identify and resolve customer complaints or issues promptly.
• Escalate complex cases to the appropriate department or supervisor when necessary.
• Maintain a thorough understanding of the company's financial products, services, and processes to assist customers accurately.
• Accurately record and update customer information, interactions, and transactions in the company's CRM system.
• Adhere to all regulatory requirements, company policies, and procedures to ensure compliance with financial industry standards.
• Identify opportunities to cross-sell or upsell relevant financial products and services that meet the customer's needs, where appropriate.
• Meet or exceed individual and team performance targets, including call handling time, customer satisfaction, and quality assurance standards.
• Work collaboratively with team members and other departments to achieve overall company objectives.

Requirements:

• Grade 12, additional certifications in customer service or financial services are advantageous.
• Previous experience in a call centre, customer service, or financial services environment is preferred but not required.
• Excellent verbal and written communication skills with the ability to explain complex financial concepts in a clear and concise manner.
• Strong analytical and problem-solving skills to address customer inquiries and issues effectively.
•  Proficiency in using CRM software, call centre technology, and basic computer applications (e.g., MS Office).
• Strong organizational skills with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Ability to quickly learn new products, services, and procedures, and adapt to changes in the work environment.