Job 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.

We are seeking a Customer Liaison Officer to join our organisation in Musina, South Africa. In this pivotal role, you will serve as the primary point of contact between our valued customers and internal departments, ensuring seamless communication and exceptional service delivery. The successful candidate will be responsible for managing customer inquiries, resolving concerns, and fostering positive, long-term relationships that contribute to customer satisfaction and organisational success.

• Act as the main liaison between customers and internal departments, facilitating clear and timely communication
• Receive, log, and prioritise customer inquiries and complaints using CRM systems and other relevant software
• Investigate customer concerns thoroughly and work towards prompt and satisfactory resolutions
• Maintain comprehensive and accurate records of all customer interactions and outcomes
• Coordinate with various departments to ensure customer requests are fulfilled efficiently
• Provide regular feedback to management regarding customer needs, concerns, and suggestions for service improvement
• Follow up with customers to confirm satisfaction and address any outstanding issues
• Prepare reports on customer feedback and liaison activities for senior management review
• Represent the organisation professionally in all customer interactions, both written and verbal
• Contribute to the development and implementation of improved customer service procedures

Qualifications

• Proven experience in a customer service or liaison role
• Excellent written and verbal communication skills in English; multilingual abilities are desirable
• Strong people skills and ability to build rapport with diverse customer groups
• Proficiency with Customer Relationship Management (CRM) systems and Microsoft Office applications
• Demonstrated problem-solving abilities and a customer-focused approach
• Excellent organisational skills with the ability to manage multiple priorities simultaneously
• Strong time keeping and attention to detail
• Ability to remain calm and professional when handling difficult or sensitive customer situations
• Experience with complaint resolution and conflict management is desirable
• Familiarity with the local South African market and business environment is advantageous
• Flexibility and willingness to adapt to changing customer needs and organisational requirements

Additional Information

Behavioural Competencies:

• Documenting Facts
• Embracing Change
• Following Procedures
• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Producing Output
• Showing Composure
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)