Customer Service Agent (Finchoice) CSA-003

Role Overview

• The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
• The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.
• Position will be based at our offices in Wynberg, Cape Town.

Key Responsibilities

• Effectively manage all incoming customer queries on voice and digital.
• Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer's experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer's needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – customer satisfaction CSAT, CEI customer experience, QA quality assurance.
• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
• Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues.
• Upsell product offering to new & existing customers in line with required performance standards and targets.
• There may be additional requirements which have not been stipulated above in which case these will be managed in the KPA

About You

• Grade 12 / Matric or equivalent.
• 1 year minimum Customer service experience.
• 1-year minimum FreshDesk/FreshChat
• 1 year minimum sales experience.
• Effective communication skills verbal and written
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate email, internet, word and excel
• Excellent telephone etiquette and business writing skills
• Client-driven / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional diligence with a thorough approach to work
• Excellent listening and interpersonal communication
• Conducts themselves in a professional manner
• Collaborator but able to work independently
• Comfortable working in an agile environment
• Has the maturity to take accountability for their outputs
• Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
• Problem solving ability
• Has the ability to approach demanding situations with empathy.

What We Offer

• The opportunity to work across two of South Africa's most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.