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CUSTOMER IMPACT STATEMENT

This position reports to a Customer Service Team Manager and is responsible for answering Customer’s telephone enquiries in accordance with established quality, revenue and productivity goals. The primary objective of the role is to provide a superior quality experience for the customer and to stimulate income generation as a result.

PRIMARY DUTIES and RESPONSIBILITIES

1. Handle a wide range of Customer queries regarding the day-to-day running of their credit card accounts.

2. Ensure all opportunities are maximised for the promotion of a variety of products and services including LSP, CPP, Loans and Balance Transfers, achieving targets on a monthly basis..

3. Always ensure that responsibility is taken for resolving Customer queries to ensure customer delight

4. Maintain a high level of product knowledge and awareness of bankwide activities and issues.

5. Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures.

QUALIFICATIONS - REQUIRED

• Strong quality focus

• Convey a professional, courteous and positive attitude when dealing with Customers.

• Strong oral and written communication skills.

• Ability to work effectively in a high volume, sales-orientated environment.

• Self-motivated and results-orientated.

• Excellent attention to detail.

• Flexible.

QUALIFICATIONS - PREFERRED

• Knowledge of Customer Satisfaction practices.

• Previous experience in a Customer Contact area

• Previous sales experience.