CUSTOMER ENQUIRIES CONSULTANT

Purpose of the Job:

 

The Customer Enquiries Consultant is a member of the team who is responsible for the provision of exceptional customer experience and branch administrative support services for stakeholders of Letshego Financial Services Lesotho, and is the central point of contact for all enquiries, via our client management system, telephone or in person. This role also provides some general administration support for our main branch in Maseru, including general office logistics.The person is expected to serve clients timely within the company stipulated turnaround time.

 

The person

 

The applicant should possess relevant experience in a customer service focused role(s). Applicants' exceptional customer service skills would have been developed through experience in a customer service or enquiries role within the financial services sector; ideally with exposure to telephone, front desk and email enquiries. Alternatively, experience in handling customer reception and enquiries gained in the highly customer-centric hospitality industry will suffice. Adaptability and high level interpersonal and communication skills are essential, and applicants will also be computer literate and have strong time management and prioritization skills.

 

Letshego values diversity and inclusion and actively encourages applications from those who bring diversity to the brand.

 

Key Accountabilities:

 

• Provide customer enquiries services to walk-in and call-in clients during working hours

• Ensure calls are attended to on time and within reasonable customer service parameters (3rd ring)

• Ensuring that queries that cannot be resolved at first instance are referred to the relevant department and an enquiries record is kept. 

• To be the customer’s first point of contact and reference for all enquires and queries, and to act as liaison between the customer and all other functions within the business (including Sales and the Credit Departments) 

• Providing an advisory service to clients and guiding customers on affordability and loan application requirements before loan processing

• To be a first enquiry on issuing proof of payments for customers already at the branch.

• Converting all enquiries into completed sales and cross-selling solutions to clients by referring them to Sales department.

• Attending to in-branch customer service as and when required

• Should be able to assess credit worthiness by performing affordability checks using affordability calculator as and when the need arises.

• Should be able to assist with loan enquiries, loan quotations, statement enquiries, settlement quotations and collection enquiries. 

 

Customer Service and PR

• To ensure that polite, informed and quality customer service is delivered to all clients

• Presentable and clean appearance

• To build and maintain a proper relationship management with local authorities and clients

• To effectively handle client complaints and utilise complaints handling procedures.

 

Knowledge and Experience Required of Job Holder:

 

• Minimum: A Diploma in Sales and Marketing ore related field is preferred. A Degree will be an added advantage.

• 3 years continuous relevant working experience

• Ability to plan work flow to maximize efficiency

• Ability to work as a team player

• Work closely with internal and external stakeholders

 

Additional Information:

 

Job holder should seek to develop strong relationships with those performing a similar role at peer group businesses/banks and to join any appropriate industry forums that will enhance job performance and understanding.

 

 

Closing date for applications:	23 August 2019
Apply to (email address):	[email protected]
Standard Disclaimer:	Only shortlisted candidates will be contacted.