Consultant, Contact Centre (Merchant Operations) at Standard Bank Group

Job Description

• To provide critical Merchant client service by executing timely and accurate amendments, updates and any other policy administration to new and current policies in order to facilitate client satisfaction, client retention, cost efficiency and business profitability.                                
• The Merchant Call Centre Consultant is responsible for supporting the business and technical needs of our growing merchant base. As a Merchant Call Centre Representative you will be assisting existing merchants with first-level support on Merchant products, accounts and point of sale devices (POS) through inbound phone calls or e-mail. The department is responsible for resolving any Merchant related faults quickly and efficiently, including a broad range of queries from POS errors to settlement queries. The department will log all relevant calls /incidents while providing first-line investigation and diagnosis, escalating calls /incidents that they unable to resolve within the agreed timescales.         

Qualifications

• Secondary/High school/A levels/Matric
• NQF Level 5 Financial Related Qualification

Experience Required

• Customer Service 1-2years
• Contact Centre 1-2years
• Merchant Solutions Servicing 1-2years (advantageous )

Additional Information

• Telephone Caller Handling
• The ability to solve problems and queries and make suggestions, related to product or service delivery across multiple query/ product types in a conversational manner. Ability to hold a 
• conversation, use a telephone and the system simultaneously (multi-tasking) while adapting communication style. Can ask open ended questions, listen and take time to ensure understanding  and clarity. The ability to organise thoughts, summarise, frame and simplify the conversation.
• Client Servicing
• The ability to respond to client requirements, queries and complaints and log order entries into  relevant company system.
• Difficult Calls Management
• The ability to diffuse difficult situations in order to address a customer's problems effectively.
• Query Resolution - The ability to handle queries effectively and formulate appropriate responses.