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Manager Customer Service Operations at Telkom SA Limited

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Core Description

Responsible to manage and co-ordinate operations and resources in respect of the Client Service Operations – Service Management team, to achieve the respective targets and objectives within the division. Responsible for ensuring Client satisfaction and assist in defending current and growing future business.

Competencies

FUNCTIONAL KNOWLEDGE
Telkom Databases; Client Equipment; Telkom – Openserve Infrastructure; Client Care; Meeting procedures; Associated Computer Software and applications required to perform duties; Meeting procedures; Project Management principles; Telkom # Openserve Policies and Procedures; Industry technology trends; Regulatory environment; Telkom # Openserve Policies; Telkom – Openserve Products and Services; Conflict management; Financial Management; Business Acumen; Change Management; Business Planning and Business Processes

FUNCTIONAL SKILLS
Decision making; Conceptual Abilities; Empowering; People Development; Presentation techniques and skills; Managing stress techniques;
Planning; Research techniques; Negotiation; Problem solving techniques # abilities; Project Management; Computer literacy; Communication;- Listening techniques both oral and written; Business Plan formulation; Coaching abilities; Cross functional teamwork; Emotional intelligence; Feedback techniques

ATTITUDES/ LEADERSHIP COMPETENCIES
Business, Market and Organisational leadership; Personal and Thought leadership; Align values to Openserve Values; Resiliency; Diplomacy;
Persuasiveness; Confidence; Responsibility and Accountability; Proactiveness; Client focus; Honesty; Quality awareness; Approachable;
Adaptable; Assertive; Team work

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Job Responsibilities

  • Implement and contribute to the Business Plan and design operational plan for relevant environment
  • Identify targets and goals for relevant environment
  • Ensure performance of the team in line with set performance targets
  • Ensure quality and timelines are met
  • Drive and manage implementation of solutions
  • Monitor and measure success of above mentioned solutions
  • Apply performance measures and incentives in a fair and equitable manner
  • Display good leadership skills and ensure good people management
  • Identify training and skills development needs and implement accordingly
  • Compile human capital plan and workforce planning
  • Ensure a safe and conducive work environment for all reportees
  • Manage and contain finances within division
  • Continue to build relationships with relevant stakeholders both internally and externally
  • Motivate, lead, guide and mentor staff
  • Grow and defend Client base

Required Certification

None.

Qualifications

Relevant 3 year degree/ diploma (at least NQF level 6) 5 Years relevant experience of which at least 2 years must be on supervisory level.

Experience

5 Years relevant experience, of which at least two years should be on supervisory level

(Experience in Customer Service management will be an advantage.)

Special Requirements

Ability to work under pressure.

Valid drivers Licence

24 Hours availability

Comments

None

Closing Date :

2022/03/15

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website

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Jobs

Call Centre Team Leader at FirstRand

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    • About us, purpose, experience and qualifications

      about us

      • make a promise
      • be deeply invested
      • value our differences
      • build trust, not territory
      • have courage
      • always do the right thing
      • stay curious and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s Employment Equity plan The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

      purpose

      Responsible for a combination of sales and customer service. including cross-selling to clients as well as nurturing the client relationship

      experience and qualifications

      • Minimum Qualification: Diploma or Degree.
      • Experience : 3 – 4 years related experience.
      • Person must not be an unrehabilitated insolvent.
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  • additional requirements

    In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

    responsibilities

    • Drive significant growth and profitability in the context of cost management.
    • Manage costs / expenses within approved budget to achieve cost efficiencies.
    • Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
    • Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
    • Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
    • Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
    • Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements.
    • Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
    • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
    • Comply with governance in terms of legislative and audit requirements.
    • Ensure efficiency of service productivity and performance in Call Centre.
    • Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios.
    • Improve customer satisfaction, experience, and insight through call analysis.
    • Report on required Call Centre activities and deliveries to improve business results
    • Manage own development to increase own competencies.
    • Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.

    Closing Date :17 Mar 2022

    HOW TO APPLY

    Click Here to Submit your CV and Application on Company Website

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Jobs

Service Consultants at Standard Bank

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JOB PURPOSE
Job Purpose: Stanbic Bank Uganda is an equal Opportunities employer and is looking to create a pool for individuals to be considered for entry level roles including: Service Consultants-Branches/Channels – To take demand from walk-in customers for any cash, digital migration and service-related matters in order to deliver a positive client experience Universal Consultants,Servicce-Customer Contact Centre – To receive, resolve inquiries, queries and complaints, and generate sales leads from both internal and external customers while maintaining the set quality standards, bank processes and procedures through the voice branch. Sales Consultants-Multiple Regions
KEY RESPONSIBILITES
Client
  • Generates leads, builds new and maintains existing customer relationships for walk-in customers.
  • Asseses client service requirements and resolves accordingly
  • Migrates customers to digital platforms.
  • Attends to customer queries within set timelines and escalates those that cannot be resolved to relevant departments.
  • Logs all queries, complaints and Queries on Salesforce.
  • Follow up on pending queries logged for resolution and closure
  • Resolves customer account amendment requests (e.g. contact and address as well as identification information, and account query resolution) as per defined procedures.
  • Receives and verifies account amendment requests and uploads on CIMs for action by AMU (account changes, reactivation, freeze/unfreeze and lien marking).
  • Processes cash and cheque deposits from customers and ATMs in line with set procedures.
  • Receives verifies and processes customer funds transfers (i.e. IAT, EFT, RTGS, TT, counter cheque leaves and demand drafts/bank drafts) as per set procedure.
  • Receives and processes customer payment instructions as per laid down procedure (Upload payments instructions OTTs, RTGS, EFTs on CIMs).
  • Processes the end to end bank draft processes as per laid down process. Issuance, cancellation and handling of stale drafts.
  • Pays out cash to customers in line with set procedures.
  • Handles foreign exchange transactions for both walk in and existing customers and reports all transactions above set amounts.
  • Carries out biller payments and cash transfers as per set procedures.
  • Performs change transactions.
  • Provides account balances, certificates of balances and customer statements in accordance with set procedures.
  • Advises customers of price changes on the services and products provided by the bank.
  • Captures accurate narratives for all transactions processed.
  • Processes standing orders according to laid down procedures.
  • Issues Debit cards, Credit Cards, pre-paid cards and Personal Identification Number (PIN) codes as per set procedure.
  • Receives and processes customer requests for cheque books and debit cards, prepaid cards and credit cards cards including changing of ATM limits as per laid down procedure.
  • Receives and processes limit amendments for digital solutions as per laid down procedure.
  • Handles customer requests for digital registration and PIN resets as per laid down procedure.
  • Hands over unpaid cheques to customers as per set procedure.
  • Receives and processes stop payments instructions as per laid down procedures.
  • Amends limits on debit cards as requested by customers and in accordance with laid down procedures.
  • Informs customers to collect pending blank forms (e.g. Cheque books, unpaid cheques, debit and credit cards, prepaid cards).
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Risk, Regulatory, Prudential and Compliance

  • Creates, updates/amends and migrates customer profiles on the appropriate bank digital channels as per laid down procedures
  • Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimise risk).
  • Adheres to all laid-down policies and procedures regarding the handling, locking away and security of cash.
  • Conducts daily balancing of blank forms i.e. cheque books, debit and credit cards, counter cheque leaves, demand drafts/bank cheques according to laid down procedures.
  • Safeguards blank forms by keeping them under key and lock, keep own cash holdings within prescribed limits.
  • Minimises risks associated with handling of statements, account balances and confidential customer information.
  • Adheres to dual control requirements for managing blank forms.
  • Handles card queries in accordance with laid down procedures.
  • Hands over the day’s report and vouchers to a fellow Universal Banker for calling and file them away.
  • Applies the correct pricing when recovering commissions.
  • Handles hot carding of debit cards according to laid down procedures
  • Refer exceptional transactions to the line manager for safe custody i.e. RTGS received after cut-off time.
  • Reports all suspicious transactions in accordance with laid down procedure.
  • Refers all cash transactions above prescribed limit for verification and/or approval.
  • Conducts till balances for all currencies daily as per laid down procedures
  • Adheres to cash holdings within prescribed limits
  • Adheres to all laid down policies and procedures regarding security of Bank assets i.e. user password security, security cards, keys, own till, stamps, vouchers, and all other Teller working tools.
  • Files all Teller reports on a daily basis.
  • Performs all Inter-Teller cash transfers as per laid down procedures
  • Attends to audit and risk findings.
  • Holds front door keys as assigned from time to time.
  • Perform ATM custodianship as may be assigned from time to time.
  • Attends to Courier management as per laid down procedure.
  • Performs Duty of Care for all payment instructions as per laid down procedure and check list.
QUALIFICATIONS
  • First degree
  • Previous branch banking experience
  • Understanding the bank’s laid-down policies and procedures related to telling / frontline support; bulk cash and ATMs. Familiar with the legal aspects regarding cash handling. Knowledge of the functions of other departments within the branch
  • Experience in customer service roles

Closing Date :18th March, 2022

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website

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