Company Name: Barclays Post: Consultant Customer Service – 00099228 Primary Location: ZA-Gauteng Job Type: Permanent/Regular Posting Range: 3 Jun 2013 – Ongoing Job Purpose: To telephonically assist fleet card customers with the full spectrum of fleet card account related maintenance and queries and to perform office bound customer service related or supportive duties Key Responsibilities: Ensure prompt efficient and quality customer service in respect of both card based as well as non card based products Customer Services Charter ·Maintain sound relationships with fleet card customers as well as fleet service points ·Assist phone in and walk in customers and assist with fleet card distribution processes ·Identify potential customer needs and suggest appropriate solutions ·Resolve customer queries within specified turnaround times ·Administer customer access and passwords with regard to the Bank Fleet Card Services website ·Reconcile customer accounts ·Inform customers of availability of annual renewal cards ·Verify new business documentation and hand over to data capture department · Ensure CASA and FICA compliance · Distinguish between splitting of existing fleet card accounts or creation of new fleet card accounts or transfer of vehicles and name changes · Verify security documentation · Identify potential leads for cross sell opportunities and refer the leads to the assigned Customer Relationship Consultant · Provide customers with balance certificates · Compile specialised reporting for pre identified customers · Reprint the Banks Fleet Card Services customer and merchant statements · Log customer queries and data capture requests in an appropriate register · Ensure that detail is included before handing new applications or requests over to data capture department · Provide timely feedback to customers · Track applications and ensure reasonable turnaround times · Follow up rejected or duplicated and disputed transactions and commission rejections with customers or merchants · Act as back up for data capture department · Identify and analyse root causes of the Banks Fleet Card Services system outages and document these · Log problem reports and monitor and update to the point of resolution · Evaluate systems specification documents or engage with the Banks Group IT in the event of discrepancies and sign-off · Ensure that statutory or regulatory and policy requirements as well as any compliance requirements are met with set deadlines Competencies: Working with people · Adhering to principles and values · Delivering results and meeting customer expectations · Following instructions and procedures General: · The appointment will be made in line with the Divisional Employment Equity strategy Essential/Basic Qualifications: Minimum Requirements: Grade 12 or equivalent NQF level 4 qualification or higher · Two (2) years customer service experience · Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet · No criminal record Preferred Qualifications: Preferred Requirements: National Diploma in Commerce or Banking or Customer Service management or equivalent NQF level 5 qualification or higher · Data Warehouse experience · Call centre experience · Extensive knowledge of a fleet card system · Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status How to apply: Go here to apply: https://barclays.taleo.net/careersection/2/jobdetail.ftl?job=959864&lang=en_GB&sns_id=
Posted on: Tue, 13 Aug 2013 17:36:19 +0000
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