Customer Service Consultant X5


Company :  homechoice 

Location :  Southern Suburbs (Cape)

Job Ref #: HCH-2330

Industry: Admin/Office Support

Job Type: Permanent

Positions Available: 5

FinChoice is an innovative digital financial service provider who specializes in fast, flexible loans and funeral cover policies. Our aim is to become a favorite financial service provider for our customers by offering products that are affordable, transparent and easy to access.

Job Description

Purpose of the role

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 inquiries keeping customer satisfaction at the core of every decision and behavior

Key Performance Areas

  • Delivering Customer Excellence 
  • Effectively manage all incoming customer queries on voice and digital.
  • Provide an empathetic, engaging, respectful, friendly, and 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).
  • Achieving productivity measures
  • 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 organized 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.
  • Meeting quality and conduct standards
  • 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.
  • Generate revenue
  • Upsell product offerings to new & existing customers in line with required performance standards and target

Job Requirements

Qualifications & Accreditations

  • Grade 12 / Matric or Equivalent
  • Experience & Skills
  • 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
  • Attributes & Behaviours
  • Customer focused / centric attitude
  • Performance-driven and results-orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Understanding of financial transactions
  • Exceptional attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication
  • Team player but able to work independently

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