Postbank Hiring Now: 27 Customer Service Consultants
Are you passionate about providing exceptional customer service? Do you have a strong background in banking, call centers, or financial services? The South African Postbank SOC Limited is looking for Customer Service Consultants to join their team in Bloemfontein.
Closing Date: 08 January 2025
Position Overview
As a Customer Service Consultant at Postbank, you will play a vital role in offering remote support to Post Office and Consumer Services staff, as well as Postbank customers. This is a temporary position for 6 months, and you will be expected to assist customers via various communication channels, including phone, email, fax, web chat, and social networks. While telephonic support is the primary channel at the moment, you’ll need to be comfortable handling a wide range of inquiries across multiple platforms.
You’ll also support other banking functions like Electronic Fund Transfers and work within the guidelines set by the company, ensuring compliance with legislative and governing body policies. This is an excellent role for someone who can handle difficult queries, multitask, and remain calm under pressure while delivering outstanding customer service.
Key Responsibilities
As a Customer Service Consultant, you’ll be expected to:
- Handle Inbound and Outbound Calls: Respond to and initiate calls across multiple communication channels, ensuring all customer queries are addressed efficiently.
- Omnichannel Support: Provide support via telephone, email, fax, social media, and web chat, offering a seamless experience for Postbank customers.
- Customer Issue Resolution: Assist with account queries, resolve issues, and provide guidance on banking-related inquiries, such as Electronic Fund Transfers.
- Compliance with Policies: Follow all company policies, procedures, and legislative requirements (e.g., FAIS, FICA).
- Customer Satisfaction: Aim for zero complaints and ensure 100% customer satisfaction by providing creative solutions to customer inquiries.
- Meet Performance Targets: Achieve the agreed service level targets, including call queuing times and call center standards.
- Team Collaboration: Support your colleagues and assist in other sections as required, always working towards the team’s shared objectives.
Qualifications and Experience
To be eligible for this position, candidates must meet the following requirements:
- Educational Qualification:
- Grade 12 (NQF Level 4) with Mathematics and/or Accounting.
- A Diploma in Financial Services, Banking, Customer Services, or Call Centre Operations (NQF Level 5) will be advantageous.
- Experience:
- At least 2 years of experience in a call center or banking environment.
- Experience in financial services will be an added advantage.
- Skills:
- Strong PC skills and proficiency in MS Office (Word, Excel, PowerPoint).
- Bi-lingual skills are advantageous.
- Excellent numerical ability, communication, and problem-solving skills.
- Customer-oriented, with the ability to handle stressful situations and difficult clients.
Knowledge and Understanding
The ideal candidate will possess the following knowledge and skills:
- Banking Industry Legislation: Familiarity with banking laws, including FAIS and FICA regulations.
- Customer Relationship Management (CRM): Understanding of effective CRM practices, ensuring the highest quality customer service.
- Communication Skills: Strong verbal and written communication skills, with the ability to interact effectively at all levels.
- Decision-Making and Problem-Solving: Ability to make sound decisions in high-pressure situations.
Skills and Attributes
In addition to the qualifications and experience, successful candidates will demonstrate:
- Teamwork: Ability to collaborate effectively with others.
- Adaptability: Ability to handle multiple tasks and meet performance targets.
- Customer-Focused: A commitment to providing excellent customer service and going the extra mile to meet client needs.
- Integrity: Strong ethical standards and respect for both internal and external clients.
- Time Management: Excellent organizational skills and ability to prioritize tasks effectively.
How to Apply
If you meet the requirements and are interested in this exciting opportunity, please submit your Curriculum Vitae (CV) to RecruitmentFS@postbank.co.za.
Important: In the subject line, please indicate the position you are applying for, i.e., “Customer Service Consultant – Bloemfontein”.
To view the full position specification, visit the official Postbank Careers Page and click on the “Careers” section.
Closing Date: 08 January 2025
