The role of the Customer Service Advisor is to handle queries in a matter that limits reputational damage, meets the needs of the customer and is in line with Wonga strategic direction, operational policies and regualtory requirements.


Minimum Requirements:

3 years Customer Service experience in a Call Centre
Matric is essential
Excellent verbal and written communication skills
Proven excellence in telephone, email and chat
Ability to manage own workload

Key Performance Area's:

* Resolve and handle customer enquiries telephonically
* Log all customer interactions on relevant internal system to assist effective case resolutions and to meet compliance and legal requirements
* Respond to customer interactions/submissions within set guidelines and service level agreements in order to provide a consistent service that the customer expects. Escalate administration requests for further resolution where necessary
* Proactively identify and escalate customers with overdue payments that are vulnerable or in hardship, in line with company procedures, to ensure they are handled fairly, transparently and with forbearance
* Acknowledge and resolve customer complaints at the first point of contact in line with company policy and where possible prevent complaints from escalating.
* Escalate complaints, issues and problems to the Team Manager and/or Supervisor or relevant channel to achieve the best possible outcome for the customer and the business in line with company policy and process
* Proactively identify and escalate potentially fraudulent accounts so that they can be investigated appropriately in accordance with company process.

Additional Info:

Applicants with a NEUTRAL accent to apply
Transport will be provided to those living in designated areas after 20h00
Shift allowance will be provided to employees living outside of the designated areas.