Post Bank- CUSTOMER SERVICE CONSULTANTS X27
JOB TITLE - CUSTOMER SERVICE CONSULTANTS X27
JOB GRADING - C2
REPORTS TO - SUPERVISOR
BUSINESS UNIT - POSTBANK OPERATIONS
LOCATION - BLOEMFONTEIN
POSITION STATUS - TEMP FOR 6 MONTHS
Purpose of the Job
- governing body policies whilst providing good quality CRM to all callers and inquirers.
- networks etc.) although it is dominated by telephone at present. The consultants need to be able to communicate on all levels and
- prospective customers. This support can be through various communication channels (email, fax, web chat, telephone, social
- hIn addition, they will be required to support with other banking functionalities such as Electronic Fund Transfers.
- andle difficult clients and queries.
- The Customer Service Consultants will provide remote support to Post Office/Consumer Services staff, Postbank customers and
- The consultants work in line with company policies, procedures and instructions and they are also required to follow legislative and
Job Responsibilities
- Must assist other sections when requested
- Omni channel support via telephone, email, fax, social networks, web chats etc...)
- Be able to communicate on all levels with clients
- Ensure compliance with all legislative and company requirements
- Be able to handle all calls within the agreed queuing time and deliver service within the agreed SLA standards
- Be able to handle all types of inquiries and difficult clients
- Must be able to maintain at all times a 100% knowledge base
- ZERO complaints
- Must be willing to go the “extra mile” for clients
- Be able to handle all challenges.
- Must be able to handle all many inbound and outbound calls through the various communication channels
- Be able to meet objectives in the Performance Management System
- ZERO deviations from the set Customer Call Centre-standards
- Must be able to maintain 100% Customer Satisfaction in seeking for creative solutions to customer enquiries
- Support Customer Service Clerks with account queries and resolving issues reported.
- Must be able to treat internal and external clients with integrity, respect and honesty.
- Must maintain high levels of pride and energy to work towards the total team’s objective
About You:
Qualifications, Skills and Experience:
- Bi-lingual will be an added advantage.
- Diploma in Financial/Banking/Call Centre Operations/Customer Services related NQF Level 5 will also be advantageous
- 2 years’ experience in a Call Centre or Banking environment
- Grade 12 or NQF 4 with Mathematics and/or Accounting
- 2 Years financial services experience will also be advantageous
- Good PC Skills and good knowledge of MS Office
Knowledge and understanding of:
- Hands-on-approach to work
- Excellent understanding of MS Word, Excel, Power Point
- Excellent communication and influencing skills
- Should be fluent in English
- Knowledge of Banking Industry legislation, FAIS, FICA etc.
Skills and Attributes
- Excellent numerical ability. Ability to work accurately, in a team as well as independently, able to work under stressful situations.
- Good written and fluent verbal communications skills. Customer Orientated.
- Good decision-making skills. Honesty and Integrity. Excellent planning and organising skills, analytical and problem-solving skills.
Closing Date: Not Yet Known
Important
- If you wish to apply and meet the requirements, please forward your Curriculum Vitae (CV) to RecruitmentFS@postbank.co.za
- Please indicate in the subject line the position you are applying for. To view the full position specification, log on to
- www.postbank.co.za and click on Careers.
- Z83 New Form Download PDF (Word)
Don't miss this opportunity to start your career at CUSTOMER SERVICE CONSULTANTS X27!
Interested and qualified candidates can apply through the following application link.