To perform to the best of your abilities all duties and responsibilities reasonably assigned to you. You will always do your best to protect and promote the business and interest of the company and to preserve its reputation and goodwill. Your duties and responsibilities will include, but will not be limited to the following:

The responsibilities of the position include, but not limited to:

  • Managing VIP / Corporate customers inbound and outbound calls within the Service Level Agreement (SLA).
  • Resolving clients’ financial queries including calculating basic commissions, accounting queries, deposit queries.
  • Investigating disputes related to deposits and making decisions on refunds.
  • Escalate suspicious requests to the Operations Manager after investigations.
  • 2nd point of escalation for the Contact Centre advisors on Financial and Technical tickets that they cannot resolve.
  • Managing feedback and escalations with third party vendors.
  • Responding in a timely manner to client mails and / or chats (internal and external).
  • Logging tickets for customers (internal and external) on the Case Management System (CMS) and manage the relevant tickets within the SLA.
  • Taking ownership for effectively solving customer complaints and enquiries; keeping customers updated on the progress of the cases where applicable.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
  • Ensuring that everything is recorded on the CMS including any Proof of payments etc.
  • Adhering to processes and procedures pertaining to your role and daily functions.

Desired Qualification and Experience:

  • Managing VIP / Corporate customers inbound and outbound calls within the Service Level Agreement (SLA).
  • Resolving clients’ financial queries including calculating basic commissions, accounting queries, deposit queries.
  • Investigating disputes related to deposits and making decisions on refunds.
  • Escalate suspicious requests to the Operations Manager after investigations.
  • 2nd point of escalation for the Contact Centre advisors on Financial and Technical tickets that they cannot resolve.
  • Managing feedback and escalations with third party vendors.
  • Responding in a timely manner to client mails and / or chats (internal and external).
  • Logging tickets for customers (internal and external) on the Case Management System (CMS) and manage the relevant tickets within the SLA.
  • Taking ownership for effectively solving customer complaints and enquiries; keeping customers updated on the progress of the cases where applicable.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
  • Ensuring that everything is recorded on the CMS including any Proof of payments etc.
  • Adhering to processes and procedures pertaining to your role and daily functions.
  • Managing VIP / Corporate customers inbound and outbound calls within the Service Level Agreement (SLA).
  • Resolving clients’ financial queries including calculating basic commissions, accounting queries, deposit queries.
  • Investigating disputes related to deposits and making decisions on refunds.
  • Escalate suspicious requests to the Operations Manager after investigations.
  • 2nd point of escalation for the Contact Centre advisors on Financial and Technical tickets that they cannot resolve.
  • Managing feedback and escalations with third party vendors.
  • Responding in a timely manner to client mails and / or chats (internal and external).
  • Logging tickets for customers (internal and external) on the Case Management System (CMS) and manage the relevant tickets within the SLA.
  • Taking ownership for effectively solving customer complaints and enquiries; keeping customers updated on the progress of the cases where applicable.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
  • Ensuring that everything is recorded on the CMS including any Proof of payments etc.
  • Adhering to processes and procedures pertaining to your role and daily functions.

Number of positions available

1

Commencement Date

Immediately

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