Call Centre Agent - Moonstone Information Refinery

The purpose of the position

• To assist candidates/clients with high volumes of telephonic and e-mail enquiries, together with the administration pertaining to the Regulatory Examinations and according the enquiries received.

Main Responsibilities

• Receive and resolve enquiries, telephone and e-mail correspondence together with the required administration according to the Rules and Regulations as stipulated by the FSCA.

Relevant Skills

• Maintain confidentiality.
• Strong work ethic, ability to demonstrate excellent interpersonal skills with high focus on client service.
• Positive outlook in life, be presentable at all times, self-motivated and punctual.

• Well-spoken, excellent telephone manner with an ability to communicate effectively in English & Afrikaans (both verbally and in writing).
• A high degree of patience and assertiveness to promote a trustworthy and credible culture where clients are treated fairly and are properly informed.
• Strong Administrative skills: Recordkeeping, Accuracy & attention to detail. Proficient in spelling, punctuation, grammar and other language skills.
• Thinking skills: Analytical thinking.
• Problem solving & decision making.
• Able to work independently as well as part of a team in an open-plan environment.
• Good interpersonal skills.
• Must be able to maintain a high-volume workload. Work well under pressure with a positive attitude, taking personal responsibility for results.
• Ability to be methodical, and detail-oriented, and maintain a high level of accuracy.
• Ability to take ownership of all administration procedures and identify areas of improvement.
• Ability to establish and maintain cooperative and positive working relationships with management and team members.
• Have your own transport.
• Be able to effectively use a variety of desktop and online applications and have excellent typing skills.

Qualifications

• Minimum of Grade 12 Qualification.
• A diploma/certificate in business or office administration will be an advantage.

Experience

• Minimum of 3 years’ experience in office administration and Client Services.
• Knowledge of the Financial Services Industry, FAIS and Regulatory Examinations.
• Intermediate or Advanced experience in all Microsoft Office & Windows applications, Internet and e-mail.

Competencies

• Reliable
• Focused
• Goals and Deadline driven
• Effective time management & business ethics
• Stress tolerance and resilience
• Loyal & Trustworthy
• Commitment to quality and excellence