Service Centre Consultant

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Enhances customer’s experience through the provision of excellent service, efficient and professional handling of support queries and requests with the aim of retaining existing customers.

Job Description

Accountability:  Operations Management 
 
•    Adhere to standard operating procedures (SOPs) within the area of accountability. 
•    Answer Inbound calls and respond to written queries timeously
•    Identify and prioritize customer experience breakdown points based on customers’ expectations, breakdown severity and business impact, using customer measurement feedback (NPS scores)
•    Perform detailed analytics in order to identify root course pain points that are impacting customer experience delivery and take actions necessary to address these.
•    Identify and recommend new innovative ways of achieving positive feedback on quality product knowledge experience. 
•    Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas. 
•    Record and report on transactional activities on workflow to provide timely and accurate information.
•    Meet the daily operational workload requirements as per the agreed targets
•    Manage the implementation of new processes and systems to optimize the customer experience. 
•    Test the improvements with customers in order to drive digital adoption for self service
•    Plan, organize and complete task and activities in alignment with performance objectives. 
•    Understand, interpret and provide management with customer insights with the aim to improve the customer experience
•    Continuously ensure an up-to-date and complete understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk.   

Accountability:  Maintain Client Experience 

•    Deliver a seamless customer service experience through unique and accurate customer insights in order to retain customers 
•    Place customer at the centre of the business, services and solutions to deliver an outstanding and seamless customer service.
•    Peruse, analyse and actively communicate client centric trends to improve customer experience 
•    Clarify requirements and delivery outcome expectation to exceed customer expectations.

Accountability:  Finance

•    Adhere to specified policies, standards and procedures to prevent and avoid loss events.  
•    Eliminate time and effort spent on distracting activities and other unproductive behavior in order to adhere to schedule and to make productive use of the time allocated to execute tasks.

Accountability:  Learning and Growth

•    Participate in own personal development, coaching and performance management processes. 
•    Continuously assess own performance, seek timely and clear feedback and request 
•    Foster a mindset of continuous growth and learning by acquiring different skills available in the department and excelling in them in order to provide world- class customer service. 
•    Always exhibit the image of wanting to display Absa values and commitment to the team in reaching our service delivery objectives and enhancing our customer service capability. 

Accountability:  Compliance

•    Understand and mitigate risks and risk events (incidents) relevant to the role to ensure compliance. 
•    Conduct all activities and duties in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards 
 

Education

Higher Certificate (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised