Customer Support Agent

Customer Service & Administration

• Promptly manage and respond to all customer enquiries via email and telephone, in line with KPI targets.
• Continuously monitor the customer service mailbox and follow up on unresolved matters.
• Provide accurate information about products, services, and internal processes.
• Handle complex queries related to guarantees, compensation plans, re-enrolment, incentives, and cross-border registrations.
• Manage and reconcile payment discrepancies.
• Submit accurate payment requisitions to the Accounts Department.
• Capture and verify banking details according to FICA regulations.
• Maintain and train customers on procedures/policies.
• Contribute to process development and improvement in the customer care department.  

Phone Call Management

• Display excellent telephone etiquette and maintain a professional, friendly tone.
• Conduct outbound call campaigns when needed.
• Apply sound customer service principles, especially when managing irate or escalated cases.

Service Delivery & Compliance

• Ensure compliance with all internal/external policies, guidelines, and industry standards for audit readiness.
• Manage and resolve customer queries while escalating priority issues appropriately.
• Provide proactive feedback to internal stakeholders regarding customer interactions and trends.

Reporting

• Submit ad hoc / monthly progress reports and presentations based on the contractual key performance Indicators for FBO Support.
• Contribute to the compilation of progress or information reports required by Board Members and the Management Committee.