**Responsibilities**
- Strong diagnostic and problem-solving skills.
- Strong attention to detail and process orientation.
- Prioritize and escalate complex technical problems to appropriate teams.
- Maintain high first-call resolution rates and user satisfaction levels.
- Excellent written and verbal communication abilities.
- Customer service orientation with the ability to translate technical issues for non-technical users.
- Build positive engagements with users and create opportunities for exceptional service delivery.
- Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policies, procedures, and standards.
- Continuous learning mindset; to keep updated on the latest platforms and features.
- Contribute ideas to simplify and enhance the user experience on digital platforms.
- Continuously update the knowledge base, user guides, FAQs, and support documents.
- Collaborate with business and technology teams on new feature rollouts and version upgrades.

**Behavioural competency**
- **C**ustomer Service
- Patient, empathetic, and positive service orientation. Focused on user satisfaction
- Adaptability
- Flexibility in dealing with ambiguity and changing priorities in a dynamic support environment
- Learning Agility
- Continuously builds knowledge to provide support on the latest platform updates and features
- Problem Solving
- Tenacious in resolving technical challenges
- Attention to detail
- Thoroughness and accuracy in work products and when troubleshooting complex issues

**Salary**: Up to R50,000.00 per month

Application Question(s):

- Do you have Banking customer service experience?

**Education**:

- Certificate (required)

**Experience**:

- Telco/Customer Service: 3 years (required)