Customer Services Representative - Hermanus Verfied

Salary Negotiable Hermanus, Western Cape Hermanus, Western Cape more than 14 days ago 06-06-2019 8:05:04 AM
11-07-2019 7:34:42 AM
Reference: 4901 CM

Job Description:

The Customer Services Representative (CSR) is a key member of the Sales & Operations team reporting to the Team Leader. This role is responsible for the end-to-end delivery of customer outcomes. This role will facilitate and administer all processes necessary to achieve mutually agreed customer outcomes.
It will furthermore act as conduit between the business and its customers (after customer accepts quote for service/s), taking responsibility for all communications to ensure information is supplied in a prompt fashion whilst also keeping customers informed on progress until outcomes are successfully achieved.
This role requires the incumbent to liaise with customers, internal staff and external service providers and partners.
Facilitate the financial emigration of customers to enable the transfer of funds held in product/s from locally based financial institutions to a nominated foreign bank account.
Insurance, Financial Planning and Investments
Banking & Foreign Exchange
Facilitate the transfer of a private customer allowance (within exchange control rulings)
Obtain sign-off from Financial Consultant/s (FC) on the processes to commence that will enable the Group to meet their service outcome obligations as agreed to with customer/s.
Establish good customer report and maintain a professional relationship end-to-end.
Provide clear, accurate and consistent communication, enabling customers to respond with information, feedback, documentation, etc. in a prompt fashion.
Guide and assist customers with the completion of their Personal Data Form (PDF) or similar.
Regularly follow-up with customers to reduce service turn-around time.
Keep customers informed on progress.
Connect customers with internal specialists (if necessary) and follow-up on progress of service rendered.
Ensure customer ‘notes’ are entered into CRM system.
Ensure all assigned open notes and emails are adequately addressed within agreed timeframes and closed/saved when resolved (actively manage open notes and emails).
Update electronic customer files with the appropriate documentation.
Intercept calls on behalf of colleagues when absent from workstation.
Adhere to Group customer communication guidelines
Comply with all company standard operating procedures (SOPs), policies, guidelines and procedures.
Comply with all regulatory rules including but not limited to FSB, FAIS and SARB.

Qualifications:

Minimum requirement: Grade 12 or equivalent.
Exposure to or theoretical knowledge of FAIS & FICA legislation required.
Minimum 2 years’ experience in a reasonably complex process-orientated environment, preferably within Financial Services industry recommended.
Tertiary qualification in Financial Services would be a definite advantage.
Knowledge and experience with sales techniques/strategies to meet customer/business needs and objectives.
Sophisticated communications skills, both verbal and written (English and Afrikaans) with excellent grammar and spelling
Works to build and maintain warm, friendly and constructive relationships with colleagues and business partners; is responsive to the needs, feelings and opinions of others.
Must be able to prioritize and plan multiple tasks and yet be flexible and adaptable in revising plans and priorities on short notice to achieve objectives.
Able to cope with pressure and show ability to deal with urgent matters.
Initiates action to achieve objectives within set deadlines and pro-actively takes responsibility for achieving work objectives and shows willingness to go the extra mile.
Able to come to a conclusion or decision, whether it be to further an investigation or for purposes of recommendation / escalation to management.
Able to tolerate and persevere in a reactive environment. The tolerance to deal with conflicting information.
Displaying the perseverance, energy and drive to persist, despite interruptions and unforeseen / unexpected changes until tasks have been successfully completed. Able to deal with ambiguity.
Familiar and proficient with MS Office (Outlook, Word, PowerPoint and Excel). Sound understanding and proficiency with the Group CRM system (Salesforce).
Willingness to learn and adjust to a changing work environment.
Co-operation & teamwork Co-operative in planning and striving to see that the goals and objectives of the company are being realized.