Western Cape Listings

To deliver high-quality inbound customer care by responding to and resolving customer queries across credit card, account, payment, transaction, and online service channels. The role ensures accurate, timely, and professional support, contributing to a positive customer experience while meeting operational performance and service level requirements.

Key Focus Areas

• Handle inbound customer inquiries and service requests.
• Investigate and resolve account, payment, transaction, and credit-related queries.
• Support customers with card activation, replacements, lost/stolen card reporting, and account maintenance.
• Process customer requests and updates accurately using company systems.
• Manage escalations, disputes, and retention-related interactions.
• Maintain compliance with operational procedures, quality standards, and service level agreements (SLAs).
• Deliver a positive customer experience through effective communication and problem resolution.

Knowledge & Education  

• Matric / NQF Level 4 (SAQA Accredited
  
  

Experience  

• 12 months experience in a high-volume customer service environment with defined performance metrics.

AND

One of the following:

• Minimum 6 months in a banking, financial services, fintech, insurance or credit services environment; OR
• Minimum 12 months in a contact centre servicing complex products or regulated industries.

Skills 

• Bilingual (English and French language proficiency at a Level CEFR B2
• Digital Literacy
• Multi-Tasking
• Typing speed @25WPM

Join our Dynamic Team!

We are seeking a motivated and results-driven Sales Development Representative to join our team. In this role, you will be responsible for identifying and nurturing new business opportunities, identifying potential client customers and setting qualified appointment for the field sales team.

Key Responsibilities

• Identify and qualify potential leads through research, networking, and outreach. 

• Develop and maintain a pipeline of prospective clients. 

• Conduct cold calls, email campaigns, and follow-ups to engage potential customers. 

• Collaborate with the sales and marketing teams to develop strategies for lead generation. 

• Schedule initial discovery calls for Account Executives

• Maintain accurate records of interactions and progress in the CRM system. 

• Meet and exceed monthly and quarterly sales targets. 

Requirements

• 1 year experience in sales, business development, or a related field
• Matric or NQF Level 4 qualification
• Excellent communication and interpersonal skills 
• Strong organizational and time-management abilities 
• Familiarity with Sales Navigator, ZoomInfo, Salesforce, Chili Piper and Gong software and sales tools
• A proactive and self-motivated attitude

The purpose of this role is to provide the day-to-day customer service for our banking customers.

Our service channels are Voice and Chat. Our customer promise is to deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with. We are the first point of contact for our Banking customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts.

The 2 primary responsibilities are as follows:

1. Manage Query Resolutions - Provide information on product. - Guide customers on process. - Educate customers on digital experience of the Mobile App - Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments

2. Manage Complaints - Receive and create a case for complaint from our customer channels. - Track progress of complaint across the bank - Report on all complaints to Customer Committee - Identify reportable complaints and escalate priority. - Ensure regulatory standards. - Escalate complaints to specialists as is necessary.

Client Defined Services are: (i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need (iii) Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Requirements

12 Months Banking Experience

Matric certificate or NQF Level 4

Neutral and clear tone

Clear ITC & Criminal record.

Working hours are:

*Training: Monday to Friday, 08h00 to 17h00

*Live: Rotational shifts - Monday to Sunday, 06h00 to 15h00, 13h30 to 22h00, 22h00 to 06h30

To deliver high-quality inbound customer care by responding to and resolving customer queries across credit card, account, payment, transaction, and online service channels. The role ensures accurate, timely, and professional support, contributing to a positive customer experience while meeting operational performance and service level requirements.

Key Focus Areas

• Handle inbound customer inquiries and service requests.
• Investigate and resolve account, payment, transaction, and credit-related queries.
• Support customers with card activation, replacements, lost/stolen card reporting, and account maintenance.
• Process customer requests and updates accurately using company systems.
• Manage escalations, disputes, and retention-related interactions.
• Maintain compliance with operational procedures, quality standards, and service level agreements (SLAs).
• Deliver a positive customer experience through effective communication and problem resolution.

Knowledge & Education  

• Matric / NQF Level 4 (SAQA Accredited
  
  

Experience  

• 12 months experience in a high-volume customer service environment with defined performance metrics.

AND

One of the following:

• Minimum 6 months in a banking, financial services, fintech, insurance or credit services environment; OR
• Minimum 12 months in a contact centre servicing complex products or regulated industries.

Skills 

• Bilingual (English and French language proficiency at a Level CEFR B2
• Digital Literacy
• Multi-Tasking
• Typing speed @25WPM