Location: Johannesburg, Gauteng
Full Job Description
Position Overview:
We are seeking a Customer Service Representative to join our dynamic team. This role involves providing first-line support by handling incoming enquiries and complaints, conducting initial investigations, and ensuring prompt and effective resolution through collaboration with relevant stakeholders. You will play a key role in delivering high-quality customer service across various communication channels, while upholding service standards aligned with MIBCO’s mission and values.
Key Responsibilities:
- Log and track all customer enquiries and complaints in the system.
- Handle incoming calls and aim for First Call Resolution by delivering accurate and satisfactory responses.
- Perform preliminary investigations into customer issues.
- Collaborate with internal stakeholders to resolve complaints efficiently.
- Deliver excellent customer service through phone and other communication platforms.
- Maintain service standards and performance aligned with MIBCO’s mission, vision, and service charter.
Skills, Knowledge, and Competencies:
- Ability to remain calm under pressure and deliver exceptional customer service.
- Goal-oriented with the ability to meet deadlines and achieve results.
- Professional, diplomatic, and assertive in handling customer interactions.
- Strong problem-solving skills and the ability to make informed decisions independently.
- Proactive and self-motivated, capable of working independently.
- Strong relationship-building skills with both internal and external stakeholders.
- Excellent verbal communication and interpersonal skills.
- Professional telephone etiquette and customer handling abilities.
- High attention to detail and accuracy in executing tasks.
- Effective team player who contributes positively to team dynamics.
Qualifications and Experience:
- Matric (Grade 12)
- A certificate in Call Centre Operations, Finance, or Administration will be advantageous
- Prior knowledge and experience in funds processing is beneficial
- Strong verbal communication and active listening skills
- Customer-centric approach with a commitment to service excellence
- Intermediate proficiency in computer applications (e.g., MS Office)
- Experience in a call centre environment will be an added advantage
