Account Manager at South African Post Office

Key Responsibilities

• Implement Customer Experience objectives and standards for Postbank. The standards must be defined across different channels e.g. ATM vs. call centre vs. branch experience.
• Drive communication processes with key Postbank and SAPO representatives. Be part of SAPO Operations, Regional and Area meetings.
• Implement and operationalise a customer experience measurement framework.
• Provide Regional government leads and maintain continuous relationship post acquisition.
• Establish and maintain excellent relations with customer base
• Respond efficiently, accurately and courteously to all customer service matters, complaints and requests
• Conduct financial education/literacy and SASSA beneficiary education
• Participate in the Voice of the Customer forums within the Region where critical customer concerns and issues can be raised with internal stakeholders. Use these forums to ensure that problems are resolved.
• Achieve and/or exceed set sales targets for product and services
• Ensure the efficient management of function/resources in accordance with the stipulation of the PFMA, fraud prevention and risk management principles, Corporate Governance, legislation agreement, Company policies, practice procedures, regulation, Delegation of Powers, etc.
• Increase profitability volume growth and sustain competitive advantage
• Receive, investigate, resolve and report customer related complaints
• Develop, encourage and nurture collaborative relationships within Postbank and across the SAPO Group.

Minimum Requirements

• National Diploma (NQF 6) or similar with majors in Sales & Marketing. A Degree and RE Certificate (Regulatory
• Examination)will be an added advantage
• 3-5 years’ experience in Sales and Marketing/Customer Service preferably within the Financial Services

Knowledge and understanding of:

• Industry Product knowledge
• Financial Services knowledge and expertise
• Key account management
• Code of banking practice
• Complaints management
• Company policies and procedures
• FAIS

Skills and Attributes

• Able to interact well with diverse people across multiple functions, Computer literacy skills (MS Word; Excel, Power Point),
• Customer Service, Excellent Communication & Presentation Skills (Verbal/Written), Excellent Interpersonal and Customer
• Relationship skills, Ability to sell financial services products, Ability to negotiate and close sales deals, Be able to visit and support Regional customers,
• Able to market and sell ideas,
• Ability to gather marketing intelligence,
• Strong process orientation in identifying opportunities,
• High level Relationship building skills,
• Planning, organising, co-ordination, scheduling skills, Interpretation skills, Judgemental and problem solving skills, Persuasiveness, Decision making, Conflict management, Coordination skills, Empathy, Superior service ethic,
• Able to persevere despite setbacks,
• Taking ownership and responsibility Adaptable, Friendly and Approachable, Creative and Innovative, Desire to generate value,
• Professionalism, Client oriented, Deadline driven