Location: Johannesburg, South Africa
Type: Hybrid (Full Time)
Posted On: 2 Days Ago
End Date: October 18, 2024
Job Requisition ID: R-15968503
Job Summary:
This role focuses on enhancing customer experience by providing excellent service and efficiently handling support queries. It aims to retain existing customers and contribute to the improvement of operational procedures and customer service delivery.
Key Responsibilities:
Operations Management:
- Follow Standard Operating Procedures (SOPs) for effective task execution.
- Handle inbound calls and written queries, and prioritize customer experience based on feedback (NPS scores).
- Perform detailed analytics to identify pain points and take corrective actions.
- Recommend new ways to improve product knowledge and customer feedback.
- Work with cross-functional groups to improve customer experience.
- Manage implementation and testing of new processes to drive digital adoption.
- Provide management with customer insights for continuous improvement.
Client Experience:
- Deliver seamless customer service through insights aimed at retaining clients.
- Communicate client-centric trends to improve service delivery.
- Set clear expectations to exceed customer demands.
Finance:
- Adhere to policies to avoid losses and ensure productive use of time.
Learning and Growth:
- Participate in personal development, coaching, and performance management.
- Continuously seek feedback and new skills to improve service delivery.
- Display commitment to Absa’s values and team objectives.
Compliance:
- Ensure full compliance with regulatory requirements and internal policies.
- Identify and mitigate risks relevant to the role.
Requirements:
- Education: Higher Certificate (Required)
- Skills: Strong customer service, problem-solving, compliance awareness, and analytical skills.
This role requires active participation in continuous learning, operational efficiency, and a focus on customer experience.
Apply by October 18, 2024 to be part of Absa's dynamic customer service team.
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