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
Skills and Attributes
Excellent numerical ability. Ability to work accurately, in a team as well as independently, able to work under stressful situations.
Good decision-making skills. Honesty and Integrity. Excellent planning and organising skills, analytical and problem-solving skills.
Good written and fluent verbal communications skills. Customer Orientated.
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.
Closing Date
08 January 2025