Overall purpose of the Job: The overall purpose of this job is to ensure that customer enquiries and complaints are attended to and registered. To ensure feedback is provided to customers accurately and within an acceptable turnaround time. Follow through of queries with proper communication between Umsuka Wemali and the customer. Main duties: Receive and manage calls and emails professionally and efficiently Communicate courteously with customers by telephone, email, letter&face-to-face Tactfully handle confrontational or stressful customer interactions Ensure timeous resolution Troubleshoot with clients to identify the problem, and offer a viable solution Ensure timeous resolution in accordance with the SOP’s and the SLA’s Communicate and coordinate with internal departments and or branches Minimum qualifications and experience: Matric qualification or equivalent 3 years+ experience in a customer service environment Computer Literate (MS Office, advanced Excel, PowerPoint, MS Teams) Reliable transport Must be flexible to work after hours if necessary Proven track record of micro lending experience advantageous Attributes: Punctual Ability to multi-task, set priorities and manage time effectively Excellent verbal and written communication skills Self-motivated Ability to use positive language Time Management Attention to detail Ability to perform under pressure and within a fast-paced environment Professional and well presented Ability to work well under pressure We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Fidelity Services Group (Pty) Ltd supports the global fair practice and business ethics on the continuous development of our human capital as the key resource to our success in the markets in which we participate. Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful. #J-18808-Ljbffr