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The Role:
IGT Solutions, a leading service provider within the BPO industry, is seeking highly skilled Card Service Support Agents for our client in the Fintech space.
If delivering exceptional customer service through calls, chats, and emails, displaying empathy and problem-solving describes you, then you are whom we are looking for. Experience in a Credit/Store card support environment, ideally in a Fintech environment, is essential. This is an amazing opportunity to join a hyper-growth startup campaign which is a fast-paced and highly demanding role in the US market. Our goal is for you to grow with us.
If this opportunity excites you, we encourage you to apply even if you do not meet all of the non-essential criteria.
How You Will Make an Impact:
- Handle a high volume of inbound calls, emails, and chats from end users: you are the first point of contact for end user's questions and concerns
- Problem-solving and building excellent relationships over the telephone, and providing friendly, timely, and professional service
- You will be proactively trained to provide guidance to callers based on their inquiry - a couple of examples: they might have general questions as they're new to our products and services or maybe they're having technical issues with the app
- Work cross-functionally to investigate individual end-user cases
- Become a subject matter expert on our client’s product
- Capture customer insights/feedback to be shared with our product team to improve the User Interface and User Experience
Essential skills:
- Matric with Maths or Accounting
- Credit, criminal, and fraud checks clear
- 1+ years’ experience in customer support, product support, or client services within a credit/store card division or processing of loan applications
- Exceptional communication skills, both spoken and written English
- Genuine care and empathy that is displayed through all interactions
- Demonstrated critical thinking and problem-solving skills (taking initiative and thinking on one’s feet to help resolve a new problem)
- Attention to detail and accuracy
- Excellent work ethic and attendance (only individuals in good standing on attendance should apply)
- Work well under pressure in a fast-paced environment
- Computer literacy and ability to navigate multiple applications and channels
- Quick learner and self-starter excited to take on new challenges
- Most importantly, excited to help our client’s customers by resolving complex inquiries and highly sensitive
- escalations
- Emotional intelligence
Conflict Management:
The ability to use tone, resources/knowledge, and logic to deescalate charged conversations
and stay calm in the face of adversity.
Bonus Points for:
- Degree, Diploma, or Higher Certificate in the Financial field (preferred)
- Proficiency in a multi-skilled environment consisting of voice, chat, and email correspondence
- Experience working in a quickly growing, fast-paced environment
- Knowledge of Zendesk and other common support software
- The ideal candidate is someone who enjoys troubleshooting, researching, and helping people succeed financially
- Quick learner and self-starter excited to take on new challenges
- Enjoys collaborating and working as part of a team, interacting with different personalities
Key Competencies:
- Integrity and honesty: doing the right thing, even when nobody's watching
- Efficiency: working without wasting effort and time
- Dependability: being at work, on time and a reliable team player
- Adaptability: the ability to adapt to embrace change and thrive
Job Type: Full-time
Salary: R7,500.00 - R9,000.00 per month
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Education:
- High School (matric) (Required)
Experience:
- Financial Advisor: 1 year (Required)
- Financial Call Centre: 1 year (Required)
Language:
- English (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
