Customer Liaison Officer- Polokwane at Standard Bank Group

Job Description

• We are seeking an experienced and customer-focused Customer Liaison Officer to join our organisation in Polokwane, South Africa. In this Contract position, you will serve as the vital link between our valued customers and internal departments, ensuring seamless communication and exceptional service delivery.
• The successful candidate will be responsible for managing customer enquiries, resolving concerns, and maintaining strong relationships that drive customer satisfaction and loyalty.
• Act as the primary point of contact for customer enquiries, concerns, and requests, providing prompt and professional responses
• Coordinate between customers and internal teams to ensure efficient resolution of issues and timely delivery of solutions
• Maintain comprehensive and accurate records of all customer interactions, transactions, and feedback using CRM systems
• Investigate and resolve customer complaints with empathy and professionalism, escalating complex matters when necessary
• Provide regular updates and progress reports to customers, keeping them informed throughout the resolution process
• Gather and analyse customer feedback to identify trends, areas for improvement, and opportunities for enhanced service delivery
• Ensure compliance with company policies and procedures whilst maintaining the highest standards of customer care
• Prepare detailed reports on customer satisfaction metrics and present findings to management
• Support the induction of new customers and ensure they understand company processes and offerings
• Collaborate with cross-functional teams to streamline customer service processes and improve overall experience

Qualifications

• Matric, Diploma or Degree
• Minimum 2–3 years of experience in customer-facing or customer service roles
• Excellent written and verbal communication skills in English
• Proficiency with Customer Relationship Management (CRM) systems and databases
• Strong organisational and time management abilities
• Demonstrated problem-solving and conflict resolution skills
• Attention to detail and accuracy in record-keeping and documentation
• Ability to multitask and prioritise effectively in a fast-paced environment
• People skills and the ability to build rapport with diverse customer groups
• Proficiency in Microsoft Office applications (Word, Excel, Outlook)
• Knowledge of customer service best practices and industry standards
• Desirable experience in liaison, coordination, or administrative roles
• Familiarity with the South African business environment and customer service landscape
• Ability to remain calm and professional under pressure

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)