Fic Service Centre Consultant - Johannesburg, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

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 crossfunctional 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 uptodate 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)