Bilingual Customer Service Advisors

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