Private Service Desk Officer (GL7) - Capricorn Private Wealth

Listing reference: capbw_001508
Listing status: Under Review
Apply by: 22 April 2024
Position summary
Industry: Banking
Job category: Other: Banking, Finance, Insurance, Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: Market Related
EE position: No
To support and provide clients with business insights and providing resolution based on unique customer experience issues. It is the point of contact for clients and evangelist to rally and escalate issues/queries to ensure faster and quicker resolutions for customers. To provide technical support to clients in an efficient and accurate manner. Ensure that customer value is maintained to the standards set forth by the Bank.
Job description

Key Responsible Areas 
Customer Service
•    Receive and respond to customer service account inquiries
•    Provide first level contact and convey resolutions to customer issues
•    Properly escalate unresolved queries to the next level of support
•    Track, route and redirect problems to correct resources
•    Promote private bank products and services
•    Update customer data and produce activity reports
•    Walk customers through problem solving process
•    Follow up with customers, provide feedback and see problems through to resolution
•    Utilise excellent customer service skills and exceed customers’ expectations
•    Ensure proper recording, documentation and closure
•    Recommended procedure modifications or improvements
•    Preserve and grow your knowledge of help desk procedures, products and services
•    Track and analyse the performance based on customer segmentation perspective
•    Responsible for handling of incoming calls from customers and provide accurate information to address customer queries or escalate customer queries to the approporiate higher authority
•    Keep the Head informed of problems or issues that customers might raise during calls
•    Ensures attention to detail to carry out clerical, computing, administrative and record keeping tasks efficiently
•    Undertaking administration and other office duties as may assigned from time to time by the supervisor
General duties
•    Willing to perform any other reasonable and lawful duties assigned by the management
  • Working with People
  • Adhering to principles & values
  • Analysing
  • Planning and Organising
  • Delivering Results and Meeting Customer Expectations
  • Following Instructions and Procedures
  • Achieving Personal Work Goals and Objectives

Minimum requirements

Grade 12 Degree/Diploma in Banking 

Experience  / Knowledge / skills
Minimum 2 year working experience in a similar environment
Good knowledge about bank's policies and procedures.
Excellent knowledge of the products, services, systems and processing activities
Have excellent phone etiquette and excellent communication skills
Self-confidence and excellent interpersonal skills
Computer literate (Word, Excel and PowerPoint)
Strong Analytical Skills
Business partnership experience
Team player skills

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