Customer Services Officer

About the Role

Liberty, a significant player in the financial services sector and part of the broader Standard Bank Group, is seeking a dedicated Customer Services Officer to join their team in Johannesburg. This is a crucial role focused on ensuring that all service requests from both internal and external stakeholders are handled with utmost efficiency and in line with established procedures and world-class service standards. The successful candidate will be instrumental in upholding legislative compliance, fostering positive client experiences, and ultimately driving client satisfaction while minimising operational risks and financial losses for the organisation.

The primary responsibility of the Customer Services Officer is to manage and resolve a variety of service requests. This involves actively listening to client needs, meticulously documenting facts, and interpreting data to understand the nuances of each query. You will be expected to interact effectively with diverse stakeholders, both within the organisation and externally, building and maintaining strong client relationships. This role demands a proactive approach to operational practices, with a focus on collaboration and continuous improvement. You will be a key point of contact for clients, ensuring their issues are resolved accurately and promptly, thereby contributing to a seamless and positive service experience. The role also requires a strong understanding of query resolution techniques and the ability to apply them within a regulated financial environment.

Key responsibilities include:

• Efficiently processing and fulfilling all service requests within stipulated turnaround times.
• Ensuring all actions comply with relevant legislation and organisational policies.
• Providing exceptional client service to enhance client satisfaction and loyalty.
• Collaborating with internal departments to resolve complex client issues.
• Maintaining accurate records of all client interactions and service requests.
• Identifying opportunities for process improvements to enhance service delivery.
• Managing client relationships effectively, addressing concerns and resolving queries with professionalism.

What They're Looking For

To excel in this position, candidates will need a solid background in service management and operations, typically acquired through a Diploma in Business Commerce or a related field. More importantly, you should possess between three to four years of demonstrable experience in client relationship management, with a proven track record of successfully resolving client service issues. The ability to navigate and interact effectively across various internal stakeholder groups is essential for this role.

Furthermore, a minimum of three to four years of experience in general client services or a support capacity is required, coupled with proficient technical skills relevant to the financial services industry. Beyond technical abilities, Liberty places significant value on behavioural competencies. Candidates should possess a strong ability to embrace change, examine information critically, and make sound decisions. Developing expertise, documenting facts accurately, and maintaining a positive outlook are also highly regarded. The ideal candidate will demonstrate excellent interpersonal skills, the ability to resolve conflict constructively, uphold high standards, produce quality output, and possess effective task management capabilities.

Roles like this typically require strong problem-solving skills, the ability to work collaboratively, and a commitment to continuous improvement. Experience within a large financial institution like Standard Bank Group would be advantageous.

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.