Customer Service Advisor duties:
To answer online chats and emails in a polite and courteous manner from customers.
To transact service requests from our customers and to provide them with product and service related information that enhances their relationship with the company.
Resolving customer complaints queries by investigating their transactional history and liaising with internal operational management to provide a quick and effective solution to ensure customers remain banking and trading with company.
Provide a transactional service for banking, deposits, withdrawals, pricing, calculation of trade settlement, event and promotional queries. Point of clarification for customers on regulatory rules and procedures etc for customers
Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving or escalating problems in a timely manner.
Record the type of transaction at the end of online chat to ensure we have management analysis available.
Accept and process funds and open new live accounts/demo accounts
Adhere to company policy and procedures
Ensure compliance with chat script guidelines and quality targets.
Knowledge, Skills & Experience:
Ability to quickly assess a situation, summarise to the customer and offer a factual response or be able to determine what else needs to be done to successfully resolve a customer enquiry or complaint.
Ability to determine when a customer enquiry needs to be escalated to ensure a speedy and satisfactory conclusion.
Calm manner and able to work under pressure and be confident in answering a wide range of customer enquiries.
Computer literate, able to navigate across different company systems.
The role involves shift work, Monday to Friday (no weekends) morning shift 08:00 to 16:00 and afternoon shift 16:00 to 00:00