time left to apply End Date: December 12, 2024 (3 days left to apply)
job requisition id R-15970107
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 To maintain customer satisfaction and boost brand reputation through managing customer inquiries and complaints and providing information about products and services in real-time through phone, email, social media or any other available channel of communication.
Job Description Main accountabilities Service Improvement Attend to customer enquiries through different channels (phone, email, social media etc)Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.Ensure 80% of all complaints are handled and resolved at First Point of Contact (FPoC)Assist Customer Insight team to conduct customer research.Be responsible for complaint capturing, tracking and monitoring for timely resolution, and feedback to complaint manager upon critical complaint. Respond promptly to customers inquiries, follow up on customers interactions and provide feedback.Business Support Support business campaign drives and cross selling of products and services during customers interactions.Support KYC requirements compliance by educating customers to update key information during customer interactions.Developing Capability Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.Reporting & Control Ensure necessary regulatory requirements related to service are adhered to and strictly applied.Ensure competent rating in contact center and enquiry handling.Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.Adhere to Absa's policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.Continuous and proactive engagement with regulatory bodies, unions where applicable.All mandatory training completed to deadline.Technical skills / Competencies Excellent communication skills – Verbal & Written.Interpersonal Skills.Empathetic listening.Problem analysis and Problem-solving skills.Knowledge of financial products and services.An instinctive inclination & orientation towards service.Previous experience in customer service.Adaptability, Attention to detail and accuracy.Excellent Presentation skills both written and oral.Ability to handle bitter/ upset and angry customers.Knowledge, Expertise and Experience EssentialExcellent communication, Presentation & Interpersonal skills both written and oral.Knowledge of Customer Service Principles and Practices.Knowledge of relevant computer applications.Product Knowledge.Experience, qualifications and other requirements specific to the roleA good understanding of the various functions in the bank e.g. Retail, Corporate, and Operations & Technology.Have understanding and worked with various other financial institutions to understand the dynamics.Understanding of Customer Relationship Management systems and process improvement initiatives. Ability to implement projects / programs according to set objectives & timelines, across a wide business platform.Ability to handle all types of customers and their expectations i.e. bitter/ upset and angry customers.*Entrants without formal accreditations will be expected to achieve accreditation within 1 year of entry proven coaching and development skills PreferredAbsa Values Absa's Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
TrustResourcefulStewardshipInclusiveCourageEducation Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
About UsAbsa Group Limited ("Absa Group") is listed on the Johannesburg Stock Exchange and is one of Africa's largest diversified financial services groups.
Absa Group offers an integrated set of products and services across personal and business banking, corporate and investment banking, wealth and investment management and insurance.
Absa Group owns majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania (Absa Bank Tanzania and National Bank of Commerce), Uganda and Zambia and has insurance operations in Botswana, Kenya, Mozambique, South Africa and Zambia. Absa also has representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
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