POSTBANK IS HIRING CUSTOMER SERVICE CONSULTANTS X27
JOB GRADING : C2
REPORTS TO : SUPERVISOR
BUSINESS UNIT : POSTBANK OPERATIONS
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
