Customer Service Consultant x6
South African Postbank SOC Limited is seeking six dedicated and customer-focused individuals to join our Inbound Contact Centre team as Customer Service Consultants. This is an excellent opportunity to build a meaningful career in banking while serving the people of South Africa through our state-owned financial institution.
Purpose of the Job
The Customer Service Consultant will serve as the first point of contact for customers reaching out to our Inbound Contact Centre. Your primary responsibility will be to attend to customer queries and complaints professionally and efficiently, providing exceptional customer service over the telephone. You will play a crucial role in maintaining customer satisfaction and upholding the bank’s reputation for accessible, people-centered banking services.
Key Responsibilities
- Handle Incoming Customer Calls: Efficiently manage a high volume of incoming calls from customers across South Africa, ensuring each caller receives prompt attention and respectful service.
- Resolve Queries and Complaints: Listen actively to understand customer issues, provide accurate information, and implement effective solutions to resolve queries and complaints to the customer’s satisfaction.
- Maintain Performance Standards: Consistently achieve and maintain Key Performance Indicators (KPIs) for call answering times, call handling duration, and call waiting times to ensure optimal service delivery.
- Deliver Professional Service: Provide professional, efficient, and friendly customer service that reflects Postbank’s commitment to being a bank by South Africans for South Africans.
- Identify and Escalate Issues: Proactively identify potential risks to customers and the company, raising escalations promptly when issues beyond your authority or expertise are identified.
Qualifications and Experience
- Grade 12 National Senior Certificate or equivalent qualification
- Minimum of 1 to 2 years’ proven customer service experience specifically within an Inbound Contact Centre environment
- Computer literacy with proficiency in MS Office applications (Word, Excel, Outlook)
Knowledge and Understanding Requirements
- Contact Centre Systems: Excellent understanding of contact centre telephony systems and related technologies
- Language Skills: Fluent in English (both verbal and written); proficiency in additional South African languages is a strong advantage
- Service Principles: Solid understanding of Customer Service principles and TCF (Treating Customers Fairly) principles
- Work Approach: Demonstrated hands-on approach to work with willingness to take initiative and ownership of tasks
Skills and Attributes
Customer Service Excellence: Proven ability to handle high call volumes while maintaining exceptional service standards and demonstrating genuine care for customer needs.
Communication Skills: Effective and clear communication abilities with strong verbal and writing skills to convey information accurately and professionally to customers from diverse backgrounds.
Problem-Solving Ability: Sound reasoning and critical thinking skills with the capacity for thorough problem solving and getting to the root cause of customer issues.
Pressure Management: Works well under pressure and thrives in a busy, service-driven environment while maintaining composure and professionalism.
How to Apply
If you meet the requirements and are excited about this opportunity to serve your fellow South Africans, please forward your comprehensive Curriculum Vitae (CV) to:
Email: [email protected]
Important: Please clearly indicate the position you are applying for in the subject line of your email.
To view the complete position specification and learn more about this role, please visit our official website at www.postbank.co.za and navigate to the Careers section.
Application Closing Date
21 November 2025
Applications received after this date will not be considered.
Equal Opportunity and Employment Equity
The South African Postbank SOC Limited is deeply committed to the achievement and maintenance of diversity and equity in employment, particularly with regard to race, gender, and disability. In compliance with the bank’s Employment Equity plans, we actively encourage and welcome applications from diverse groups within the South African economically active population. We believe that a diverse workforce strengthens our ability to serve all South African communities effectively.
Note: Correspondence will be limited to short-listed candidates only. If you do not receive any communication from the South African Postbank SOC Limited or its designated Agent within 3 months of the application closing date, please accept that your application has been unsuccessful. The South African Postbank SOC Limited reserves the right not to fill these positions or to re-advertise them at any time should operational requirements necessitate.
We wish you the very best with your application and thank you for your interest in joining the Postbank family.
About Postbank
Postbank is a bank by South Africans for South Africans. We understand that every South African has dreams—whether you’re saving for your dream home, growing your business, or planning for your family’s future. At Postbank, we’re committed to helping make those dreams come true through simple, transparent financial solutions designed for easy understanding.
As a state-owned institution, our mandate is to help uplift South Africans from every walk of life. When you walk into any of our branches, you’ll find friendly faces greeting you with warm smiles that make you feel at home. If English is not your first language, you’ll find staff who can communicate with you in your mother tongue because we believe you deserve to feel special and understood.
Our Mission
At Postbank, we strive to provide cost-effective financial services to appropriate market segments through optimized processes and infrastructure, which include profitable partnerships through skilled and motivated staff backed up by an aligned leadership team.
Leadership Team
Postbank Board
Mrs Nikki Mbengashe – Chief Executive Officer
Mr Innocent Hlungwani – Chief Financial Officer
Nobuhle Sibeko – Company Secretary
Postbank Executives
Mr Thamsanqa Cele – Chief Commercial Officer
Ms Rookeya Salajee – Chief Compliance Officer
Mr Wisani Shirinda – Interim Chief Audit Executive
Mrs Nikki Mbengashe – Chief Executive Officer
Mr Martin Dowie – Chief Financial Officer
Mr Nimroth Gwetsa – Interim Chief Information Officer
Mrs Nokwanda Madondo – Chief Human Resources Officer
Mrs Eurekha Singh – Chief Operations Officer
Mr Bongani Diako – Communication and Media Liaison
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