Consultant, Customer Service at Standard Bank

We are seeking a dedicated Consultant, Customer Service to join our Branch in Zanzibar. 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

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 (Business Banking)
• Customer Understanding (Business Banking)
• Processing
• Product Knowledge (Business Banking)