Customer Services Officer

About the Opportunity

Liberty, a prominent financial services group operating across Africa and with a global presence, is seeking a diligent and customer-focused individual to join their team in Johannesburg as a Customer Services Officer. This role is integral to ensuring that all service requests from both internal and external stakeholders are handled with utmost efficiency and in line with established best practices, regulatory requirements, and high service standards. The successful candidate will play a crucial part in maintaining client satisfaction, minimising operational risks and potential losses for the organisation, and contributing to a positive client experience.

As a Customer Services Officer, your primary responsibility will be the effective and timely resolution of all service requests. This involves adhering to laid-down procedures and striving to meet world-class service standards. You will be expected to ensure that all interactions and resolutions are compliant with relevant legislation, thereby safeguarding the company and its clients. A key aspect of this role is cultivating strong client relationships, ensuring a high level of client satisfaction, and proactively identifying and addressing any potential risks or losses. You will be a crucial point of contact, translating client needs into actionable solutions and ensuring a seamless service experience. Your ability to document facts accurately, manage tasks efficiently, and produce high-quality output will be paramount.

Key responsibilities will include:

• Fulfilling service requests from internal and external stakeholders promptly.
• Ensuring all actions comply with legislative requirements and company procedures.
• Delivering exceptional client experiences that foster satisfaction and loyalty.
• Minimising risks and financial losses associated with customer service operations.
• Collaborating effectively with various internal departments to resolve queries.
• Actively listening to clients to understand their needs and concerns.
• Resolving queries and issues in a comprehensive and satisfactory manner.
• Upholding high standards of service and professional conduct.

What They're Looking For

Liberty is looking for a candidate with a strong foundation in customer service and operations. A relevant Diploma in Business Commerce is a prerequisite for this position. Candidates should possess between three to four years of demonstrable experience in service management or operations. Crucially, you will need extensive experience in client relationship management, with a proven track record of effectively resolving client service issues. The ability to engage and interact professionally with a diverse range of internal stakeholders is essential.

Furthermore, the ideal candidate will have three to four years of experience in a general customer service or support capacity, coupled with proficient technical skills relevant to the role. You should possess a strong set of behavioural competencies, including the ability to develop expertise, document facts accurately, embrace change, examine information critically, interact positively with people, interpret data, make sound decisions, manage tasks effectively, produce consistent output, resolve conflicts constructively, and think positively while upholding organisational standards. Strong technical competencies in areas such as active listening, client relationship management, client servicing, query resolution, and a collaborative approach to continuous improvement are highly valued.

In South Africa, a Customer Services Officer role within a large financial institution like Liberty typically offers a career path with opportunities for growth and specialisation. Salaries can vary based on experience and the specific level of the role, but generally fall within a competitive range for the financial services sector, often supplemented by benefits packages. Common employers for such roles include established banks, insurance companies, and broader financial services groups that prioritise client engagement and operational excellence.

Type of Qualification: Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
3-4 years
Client relationship experience, resolving client services issues, with demonstrated ability to interact across multiple internal stakeholders

3-4 years
Experience in General client services and / or support capability with proficient technical experience.