Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. 

Job Description

As a Customer Care Centre Officer, you will be responsible for: - Handling and resolving client queries and complaints across Email and Social Media channels with professionalism and efficiency

Managing investigations (Levels 1 and 2) in accordance with established protocols and delivering high-quality service within agreed service standards whilst meeting performance targets and maintaining compliance with risk, regulatory, and operational requirements. Documenting all interactions accurately and escalating complex matters appropriately.

Qualifications

Type of Qualification: First Degree

Experience Required

• 1-2 years
• Experience in a customer service and sales role, preferably in a financial institution.
• Demonstrated experience in handling customer interactions, resolving queries, and delivering service excellence.
• Familiarity with customer relationship management systems and processes.
• At least six months of experience working in a Contact Centre environment in the financial services sector.

Additional Information

Behavioural Competencies:

• Articulating Information
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Showing Composure
• Understanding People

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling

• Handling and resolving client queries and complaints across Email and Social Media channels with professionalism and efficiency
• Managing investigations (Levels 1 and 2) in accordance with established protocols and delivering high-quality service within agreed service standards whilst meeting performance targets and maintaining compliance with risk, regulatory, and operational requirements.
• Documenting all interactions accurately and escalating complex matters appropriately.

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling
• Articulating Information
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Showing Composure
• Understanding People

• First Degree
• Experience in a customer service and sales role, preferably in a financial institution.
• Demonstrated experience in handling customer interactions, resolving queries, and delivering service excellence.
• Familiarity with customer relationship management systems and processes.
• At least six months of experience working in a Contact Centre environment in the financial services sector.