Job
X27 Customer Service Consultant Vacancies at Postbank | Apply with Matric
Deadline: 8th January 2025
- Position Title: Customer Service Consultant
- Number of Posts: 27
- Job Grading: C2
- Reports To: Supervisor
- Business Unit: Postbank Operations
- Location: Bloemfontein
- Position Status: Temporary (6 months)
Purpose of the Role
The Customer Service Consultants will provide remote support to Postbank customers, prospective customers, and Post Office/Consumer Services staff. This support will be delivered through various communication channels, including telephone, email, web chat, fax, and social networks. The primary focus is on handling customer queries, resolving issues, and supporting other banking functionalities like Electronic Fund Transfers, all while ensuring compliance with policies and maintaining high-quality customer relationship management.
Key Responsibilities
Customer Interaction:
- Handle inbound and outbound calls across multiple communication channels (e.g., telephone, email, web chat).
- Support Customer Service Clerks with account-related queries and issue resolution.
- Maintain excellent communication at all levels and handle difficult inquiries professionally.
Service Standards:
- Ensure all calls are handled within agreed queuing times and meet Service Level Agreement (SLA) standards.
- Deliver creative solutions to customer inquiries, ensuring 100% customer satisfaction.
- Meet performance objectives outlined in the Performance Management System.
Compliance and Knowledge:
- Adhere to all legislative and company requirements, including Banking Industry legislation, FAIS, and FICA.
- Maintain a 100% knowledge base of relevant processes and systems.
- Provide accurate and up-to-date information to customers at all times.
Team Contribution:
- Treat internal and external clients with integrity, respect, and honesty.
- Collaborate with team members to meet overall objectives and assist other sections when needed.
Minimum Requirements
Educational Qualifications:
- Grade 12 or NQF Level 4 with Mathematics and/or Accounting.
- A Diploma in Financial/Banking/Call Centre Operations/Customer Services (NQF Level 5) is advantageous.
Experience:
- Minimum of 2 years’ experience in a Call Centre or Banking environment.
- Financial services experience is an added advantage.
Skills and Knowledge:
- Proficient in MS Office (Word, Excel, PowerPoint).
- Bilingual proficiency is advantageous.
- Understanding of Banking Industry regulations, including FAIS and FICA.
- Excellent communication, influencing, and problem-solving skills.
- Ability to maintain high levels of energy and pride in delivering quality service.
Application Process
How to Apply:
- Submit your Curriculum Vitae (CV) via email to [email protected].
- Clearly indicate the position you are applying for in the email subject line.
- For detailed position specifications, visit the Postbank website at www.postbank.co.za and navigate to the Careers section.
Additional Resources
Closing Date
- Application Deadline: 8th January 2025
Take this opportunity to join Postbank and contribute to exceptional customer service. Apply today!
