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 centre, 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