Voice Operations Representative, French Speaking
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Job Description
Customer Support Representative managing calls and emails for French and English banking clients in South Africa. Building relationships and ensuring customer satisfaction in a remote role.
Responsibilities:
- Manage incoming calls and emails for both English and French speaking banking and business customers.
- Translate and respond to emails, and review contracts and other documents.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and call handling metrics.
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep accurate records of customer interactions and process updates or dispute information on consumer files.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage internal and external customers, always being scrupulous and thorough.
Requirements:
- Fluency in French and English.
- Proven customer support experience or experience as a client service representative.
- Experience in a contact-centre environment is considered an asset, but is not mandatory.
- Track record of over-achieving quotas.
- Strong call handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize and manage time effectively.
- High attention to detail and ability to meet quality standards.
- Comfort with technology and the ability to handle multiple systems at one time.
- Previous experience in a credit or financial industry is preferred but is not considered mandatory.
- High school (Grade 12) education.
Benefits:
- Preference will be given to suitably qualified candidates from designated groups in line with Employment Equity plan and targets.
- 24 Hour shift (Night shift) and Public Holidays.
- Must reside in a fibre ready home with space to work comfortably and confidentially.
- Required to maintain a minimum of 100 mbps upload and download speed for work.
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