Our Client in the Banking Sector is looking for a suitable and qualified Help Desk Agent to join their team and play a crucial role in offering customer support and services to its clients.

Duties and Responsibilities

• To manage large amounts of inbound and outbound calls in a timely manner
• To respond efficiently and accurately to callers, explaining possible solutions, and ensuring clients feel supported and valued.
• To monitor uptime of card management system through transaction authorization flow in liaison with the Digital Operations Team
• To process card maintenance requests (e.g. activation, block, unblock), alert setting, address modifications and other requests in Card Management System.
• To log and resolve Digital Operations queries as per SLA
• To create and submit records of all conversations in our call Centre database to the Card Centre Helpdesk Supervisor

Qualifications and Experience

• Diploma in Marketing / Public Relations or equivalent.
• IOBZ Diploma is an added advantage.
• 3 years of experience in a customer facing environment at supervisory level.
• Good customer service skills
• Ability to understand client needs.
• Strong time management and problem-solving skills.
• Computer skills.
• Be honest and trustworthy
• Possess cultural awareness and sensitivity