Consultant, Customer Service

Consultant, Customer Service

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

We are seeking a dedicated Consultant, Customer Service to join our Branch in Ubungo. As a key member of the branch, you will be responsible for providing exceptional service to our valued clients, ensuring their satisfaction and fostering long-term relationships.

• Serve as the primary point of contact for customer inquiries, concerns, and requests
• Respond to customer queries through various channels, including phone, email, and chat
• Analyze customer issues and provide timely, effective solutions
• Maintain accurate records of customer interactions and follow-up actions in our CRM system
• Collaborate with cross-functional teams to resolve complex customer issues
• Identify opportunities to improve customer satisfaction and loyalty
• Stay updated on company products, services, and policies to provide accurate information
• Participate in ongoing training and development programs to enhance customer service skills

Qualifications

Type of Qualification: Undergraduate Degree Field of Study: Business Commerce, Finance or related field Qualifications:

• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically
• Strong problem-solving abilities and a customer-focused mindset
• Proficiency in CRM software and basic computer applications
• Exceptional time management skills and ability to prioritize tasks effectively
• Previous experience in customer service or a related field
• Bachelor's degree in Business Administration, Finance, Commerce, Banking, or a related field (preferred)
• Knowledge of customer service best practices and industry standards
• Ability to remain calm and professional in challenging situations
• Flexibility to work in shifts, including weekends and holidays, as required

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Examining Information
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Managing Tasks
• Producing Output
• Providing Insights
• Understanding People
• Upholding Standards

Technical Competencies:

• Application & Submission Verification (Business Banking)
• Banking Process & Procedures
• Customer Acceptance & Review (Consumer Banking)
• Customer Understanding (Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)