Job Description
Empowering Africa’s tomorrow, together… one story at a time.
With over 100 years of history and firmly established as a local bank with both regional and international expertise, a career with our team offers the opportunity to be part of an exciting growth journey. Join us in reshaping our future and building a proudly African group.
Job Summary
Enhance the customer experience by providing excellent service, efficiently handling support queries, and ensuring customer retention through professional interaction.
Key Responsibilities:
1. Operations Management:
- Follow standard operating procedures (SOPs) within your area of responsibility.
- Respond promptly to inbound calls and written customer queries.
- Identify and prioritize breakdowns in the customer experience using customer feedback (NPS scores).
- Conduct detailed analysis to pinpoint root causes affecting customer satisfaction and take corrective actions.
- Propose innovative ways to improve product knowledge and customer feedback.
- Participate in cross-functional groups aimed at enhancing customer experience in key business areas.
- Document and report transactional activities for accurate and timely insights.
- Meet daily operational targets and manage the implementation of new processes to optimize customer satisfaction.
- Test customer improvements and promote digital adoption for self-service.
- Plan and execute tasks in line with performance goals.
- Provide customer insights to management to enhance the overall experience.
- Stay current on customer environments, processes, technology, products, and compliance requirements.
2. Client Experience Management:
- Deliver seamless service through accurate customer insights to ensure customer retention.
- Focus on customer-centric service to exceed expectations.
- Analyze client-centric trends and communicate them to improve customer service.
- Clarify requirements and delivery expectations to ensure exceptional customer outcomes.
3. Finance Accountability:
- Adhere to policies, standards, and procedures to prevent losses.
- Eliminate unproductive activities and make effective use of time to meet scheduled tasks.
4. Learning and Growth:
- Participate in personal development, coaching, and performance management.
- Continuously assess your performance, seek feedback, and aim for growth.
- Cultivate a mindset of continuous learning to provide world-class customer service.
- Display Absa’s values and commitment to achieving service objectives and improving customer service capabilities.
5. Compliance:
- Identify and mitigate risks relevant to the role to ensure compliance.
- Conduct all activities in adherence to regulatory requirements, the Enterprise Wide Risk Management Framework, and internal policies.
Education:
- Higher Certificate (Required)
Equal Opportunity: Absa Bank Limited is committed to equality and affirmative action in line with the Employment Equity Act 55 of 1998. Preference will be given to candidates from designated groups who contribute to our diversity and workforce representation.
Absa Bank Limited reserves the right not to fill the position as advertised.