Customer Service Consultant

2 weeks ago

Sandton, South Africa MASTER HUMAN RESOURCE SERVICES Full time

**Banking Customer Service Consultant**

To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (Digital and Self Service) whilst adhering to policy and process.

**Job Requirements**:
Retail/Banking Client Service, Technology Savvy, 1st Line Problem Resolution experience 1 to 2 years
- Banking Services NQ5
- Diploma
- Customer Service principles
- Problem solving skills
- Relationship management
- Governance, risk and controls
- Clear Credit and Criminal record
- Collaborating
- Adaptability
- Stress tolerance
- Continuous learning
- Build customer loyalty
- Excellent customer service skills
- Excellent command and use of SA languages
- Attention to detail
- Strong analytical and numeric skills
- Able to navigate through various systems at once
- Good attendance and performance record
- Reliable
- Ability to bring insights and think out of the box
- Maintain a high performance

**additional requirements**

**Responsibilities**
- Connect with our customers by living up to our brand promise of how can we help you? At all times.
- Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs.
- Conduct themselves in an ethical manner at all times
- Adhere to the TCF (Treating Customer fairly) principles in all that you do
- Identify and sell/cross sell products aligned to customer needs
- Maximize channel optimisation opportunities identified aligned to customer needs
- Ensure activities support cost containment and reduction
- Optimize every customer interaction to migrate or convert customer to encourage use of digital and self-service channels
- Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
- Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
- Demonstrates behaviour in support of the organizational values
- Takes accountability for own performance, personal and career development
- Improve knowledge and competencies by completing training specific for role
- Contribute to the overall effectiveness and success of the team
- Maintain an ability to adapt to ever changing business and customer needs
- Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.

Application Question(s):

- Do you have a Banking Services NQ5 certificate

**Education**:

- Diploma (preferred)

**Experience**:

- Customer Service: 2 years (preferred)
- Banking Industry: 2 years (preferred)
- Retail/Banking Client Service: 3 years (preferred)
- Sales: 1 year (preferred)

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