Call Centre Agent - Umsuka Wemali Finance at Fidelity Services Group

Overall purpose of the Job:
The overall purpose of this job is to ensure that customer enquiries and complaints are attended to and registered. To ensure feedback is provided to customers accurately and within an acceptable turnaround time. Follow through of queries with proper communication between Umsuka Wemali and the customer.

Main duties:

• Receive and manage calls and emails professionally and efficiently
• Communicate courteously with customers by telephone, email, letter & face-to-face
• Tactfully handle confrontational or stressful customer interactions
• Ensure timeous resolution
• Troubleshoot with clients to identify the problem, and offer a viable solution
• Ensure timeous resolution in accordance with the SOP’s and the SLA’s
• Communicate and coordinate with internal departments and or branches

Minimum qualifications and experience:

• Matric qualification or equivalent
• 3 years+ experience in a customer service environment
• Computer Literate (MS Office, advanced Excel, PowerPoint, MS Teams)
• Reliable transport
• Must be flexible to work after hours if necessary
• Proven track record of micro lending experience advantageous

Attributes:

• Punctual
• Ability to multi-task, set priorities and manage time effectively
• Excellent verbal and written communication skills
• Self-motivated
• Ability to use positive language
• Time Management
• Attention to detail
• Ability to perform under pressure and within a fast-paced environment
• Professional and well presented
• Ability to work well under pressure