Customer Service Consultant Vacancies (X27 Posts) at Postbank

Postbank invites suitably qualified applicants to apply for their Customer Service Consultant Vacancies (X27 Posts).

POSTS: 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:

The Customer Service Consultants will provide remote support to Post Office/Consumer Services staff, Postbank customers and prospective customers.
This support can be through various communication channels (email, fax, web chat, telephone, social networks etc.) although it is dominated by telephone at present.
The consultants need to be able to communicate on all levels and handle difficult clients and queries. In addition, they will be required to support with other banking functionalities such as Electronic Fund Transfers.
The consultants work in line with company policies, procedures and instructions and they are also required to follow legislative and governing body policies whilst providing good quality CRM to all callers and inquirers.

JOB RESPONSIBILITIES:

Must be able to handle all many inbound and outbound calls through the various communication channels
Omni channel support via telephone, email, fax, social networks, web chats etc…)
Support Customer Service Clerks with account queries and resolving issues reported.
Ensure compliance with all legislative and company requirements
Be able to communicate on all levels with clients
Be able to handle all types of inquiries and difficult clients
Be able to handle all calls within the agreed queuing time and deliver service within the agreed SLA standards
Must be able to maintain at all times a 100% knowledge base
Must be willing to go the “extra mile” for clients
Be able to handle all challenges.
ZERO complaints
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
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
Must assist other sections when requested

QUALIFICATIONS AND EXPERIENCE:

Grade 12 or NQF 4 with Mathematics and/or Accounting
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
2 Years financial services experience will also be advantageous
Good PC Skills and good knowledge of MS Office
Bi-lingual will be an added advantage.

Knowledge and understanding of:

Knowledge of Banking Industry legislation, FAIS, FICA etc.
Excellent understanding of MS Word, Excel, Power Point
Should be fluent in English
Excellent communication and influencing skills
Hands-on-approach to work

HOW TO APPLY:

If you wish to apply and meet the requirements, please forward your Curriculum Vitae (CV) to [email protected]

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.