Company Description

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 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 requestsRespond to customer queries through various channels, including phone, email, and chatAnalyze customer issues and provide timely, effective solutionsMaintain accurate records of customer interactions and follow-up actions in our CRM systemCollaborate with cross-functional teams to resolve complex customer issuesIdentify opportunities to improve customer satisfaction and loyaltyStay updated on company products, services, and policies to provide accurate informationParticipate in ongoing training and development programs to enhance customer service skills

Qualifications

Qualifications

Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically

Strong problem-solving abilities and a customer-focused mindsetProficiency in CRM software and basic computer applicationsExceptional time management skills and ability to prioritize tasks effectivelyPrevious experience in customer service or a related fieldBachelor's degree in Business Administration, Finance, Commerce, Banking, or a related field (preferred)Knowledge of customer service best practices and industry standardsAbility to remain calm and professional in challenging situationsFlexibility to work in shifts, including weekends and holidays, as required

Additional Information

Behavioural Competencies:

Adopting Practical ApproachesArticulating InformationExamining InformationExploring PossibilitiesFollowing ProceduresGenerating IdeasMaking DecisionsManaging TasksProducing OutputProviding InsightsUnderstanding PeopleUpholding Standards

Technical Competencies:

Application & Submission Verification (Business Banking)Banking Process & ProceduresCustomer Acceptance & Review (Business Banking)Customer Understanding (Business Banking)ProcessingProduct Knowledge (Business Banking)