Service Centre Consultant

Company: ABSA Group
Job Type: Entry Level
Location: Johannesburg, Gauteng
Date Posted: Posted 4 hours ago
Application Deadline: Open until filled

ABSA Group is a proudly African financial institution with a rich history spanning over a century. We are strongly positioned as a local bank with regional and international expertise, offering exciting growth opportunities. Join our family and be part of a journey to reset our future and shape our destiny. We are committed to empowering Africa’s tomorrow, together, one story at a time.

Job Summary

As a Service Centre Consultant, you will play a key role in enhancing our customers’ experience by providing excellent service, efficient query resolution, and professional handling of support requests. Your primary goal will be to retain existing customers through outstanding service delivery.

Key Responsibilities

Operations Management

• Adhere to standard operating procedures (SOPs) within your area of accountability.
• Answer inbound calls and respond to written queries promptly.
• Identify and prioritize customer experience breakdown points based on customer expectations, severity, and business impact, using feedback such as NPS scores.
• Perform detailed analytics to identify root causes of pain points impacting customer experience and take necessary actions to address them.
• Recommend innovative ways to improve product knowledge and customer experience.
• Participate in cross-functional working groups to develop solutions for improving customer experience in affected business areas.
• Record and report on transactional activities to provide timely and accurate information.
• Meet daily operational workload requirements as per agreed targets.
• Manage the implementation of new processes and systems to optimize customer experience.
• Test improvements with customers to drive digital adoption for self-service.
• Plan, organize, and complete tasks and activities in alignment with performance objectives.
• Understand, interpret, and provide management with customer insights to improve service delivery.
• Maintain an up-to-date understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk.

Maintain Client Experience

• Deliver a seamless customer service experience by leveraging unique and accurate customer insights to retain customers.
• Place the customer at the center of business, services, and solutions to ensure outstanding service.
• Analyze and communicate client-centric trends to improve customer experience.
• Clarify requirements and set delivery outcome expectations to exceed customer expectations.

Finance

• Adhere to policies, standards, and procedures to prevent and avoid loss events.
• Eliminate unproductive behavior and distractions to adhere to schedules and make productive use of time.

Learning and Growth

• Participate in personal development, coaching, and performance management processes.
• Continuously assess your performance, seek timely feedback, and request opportunities for growth.
• Foster a mindset of continuous learning by acquiring new skills to provide world-class customer service.
• Exhibit ABSA values and demonstrate commitment to team objectives and service delivery.

Compliance

• Understand and mitigate risks relevant to your role to ensure compliance.
• Conduct all activities in full compliance with regulatory requirements, the Enterprise Wide Risk Management Framework, and internal Policies and Standards.

Education Requirements

• A Higher Certificate or equivalent qualification is required.

Equal Opportunity Employer

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 contribute to achieving equitable demographic representation and diversity within the Bank.

ABSA Bank Limited reserves the right not to make an appointment for the advertised position.

How to Apply

To apply for this position, please visit the following link:
Apply on the ABSA Careers Portal