Customer Support Agent
 
We’re looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?
 
Our Customer Support team covers the opening hours of the contact center, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.
 
Job Summary & Responsibilities
*Responsible for answering incoming calls from  customers; providing product information, account opening services as well as account servicing and supporting our customers
*Builds rapport with our customers to resolve service issues and customer questions
*Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
*Responsible for the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and response
*Documents all service efforts for each assigned customer in accordance with established procedures and compliance policies
*Communicates professionally and regularly with customers, leadership and peers on status of accounts and escalations in accordance with established standards
*Participates in projects to drive operational excellence
Skills
*Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
*Good interpersonal skills, negotiation skills are a plus
*Is adaptable, high-energy levels and desire to help others
*Good analytical and problem-solving skills with a view to support changes to processes
*Excellent written and verbal communication skills