SERVICE CENTRE CONSULTANT

Al Baraka Bank Pty Ltd; Gauteng; On-site; ZAR 150,000 - 250,000; Full time

Job summary

A leading bank in South Africa is seeking a Customer Service Representative to enhance client experience, provide technical support, and manage office operations. The ideal candidate will possess strong interpersonal skills, a thorough understanding of banking products, and a commitment to exceptional service.

Qualifications

• Strong interpersonal and communication skills required.
• Excellent knowledge of bank's products and services.
• Ability to provide technical support.

Responsibilities

• Enhance client experience and provide exceptional service.
• Provide level 1 technical support to clients.
• Manage office operations and ATM services.

Skills

Interpersonal skills

Communication skills

Empathy

Technical support

Knowledge of banking products

Tools

Mobile banking app

Job description

Customer Service and Client Engagement

• Enhances the client experience by providing exceptional service, acting as the first point of contact between clients and the bank.
• Requires strong interpersonal and communication skills to effectively communicate with clients at all levels and develop trusting relationships.
• Possesses working knowledge of branch enquiry functions and processes.
• Has excellent knowledge of the bank’s products and services.
• Has a thorough understanding of the bank’s core systems and applications.
• Ensures clients feel welcomed while maintaining professionalism and upholding company culture.
• Demonstrates a willingness to exceed client expectations.
• Is skilled at relating to the public and team members, demonstrating empathy and the ability to teach, influence, or persuade.
• Attends regional events as a representative to network and build relationships when required.

Technical Support

• Adopts a ‘tech first’ mindset in approach.
• Provides level 1 technical support to clients with patience and excellent communication skills.
• Possesses excellent working knowledge of the bank’s mobile banking app and other digital interfaces.

Office Management

• Opens and closes the office on time.
• Ensures backup Service Concierge is notified in case of planned or unplanned leave.
• Manages ATM services, including Fidelity Services and balancing.
• Handles all payments related to the office.
• Reports any anomalies to the relevant Head Office division (e.g., malfunctioning devices, ATM out of service, broken furniture or fixtures).

Redirection of Services

• Maintains strong knowledge of sales teams, support structures, and communication channels.
• Identifies client needs and directs them to the appropriate staff, support, or online applications.