Customer Services Agent

About the role

Tenacity Financial Services is hiring a Customer Services Agent for a permanent position in the Northern Suburbs of Cape Town. The agent handles customer queries and complaints through inbound and outbound voice channels in a professional, customer-centred way, resolving them according to departmental standards and SOPs.

Key responsibilities

• Handle customer queries and complaints via inbound or outbound channels, giving accurate account, product and service information aligned to SOPs
• Escalate relevant queries to stakeholders and capture the correct disposition for each case
• Action administrative requirements related to customer account management
• Resolve queries within departmental service levels and standards, and escalate potential crises to management promptly
• Keep outputs aligned with quality assurance standards and targets, and follow departmental templates
• Follow the workforce schedule, company policies and procedures, and perform ad hoc tasks as required

Required profile

• Matric (Grade 12) or NQF Level 4 qualification
• Minimum 1 year of customer service or contact centre experience
• Typing speed of at least 35 words per minute with 95% accuracy
• Experience with retail account assistance services is advantageous

Required skills

• Strong verbal and written communication, problem-solving and interpersonal skills
• Ability to empathise with customers and work under pressure
• Flexibility, adaptability, time and self-management, and ability to multi-task and prioritise
• Knowledge of contact centre and customer support functions