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.

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Job Summary

Responsible for delivering exceptional customer service through working as part of a team which undertakes a wide range of customer queries, complaints, processing and servicing activities for our Corporate Banking customers.
This will either be face to face or on telephone and could involve face to face meeting with clients and other colleagues across the Bank

Job Description

Key Measures

Ensure telephone standards for the customer service team to the set standards.
Ensure the helpdesk standards conforms to Absa service standards.
Monitor and follow up dissatisfaction/compliment forms and cascade to the team.
Proactively work with the Relationship and Product teams in delivering excellent customer service experience.
Initiate actions to overcome problems identified in meeting the service levels.
Monitor processes to ensure achievement of service levels in the areas under control.
Manage bulk card stock and distribution.
Review and draft action plan for incidents which impact service level targets, but which could not have been legislated for within the Service Level Agreement.
Act as escalation point for complex helpdesk queries and assist customers resolve problems with service levels where the cause appears to be within own area of responsibility.
Ensure productivity efficiency through MI use and logging of all complaints and queries on Salesforce
Support the Relationship teams during their care calls to ensure seamless service to merchants.
Ensure that all exceptional cases of complaints are followed and successfully closed.
To ensure that customer expectations are met, actively look at the questions queries being asked, and reflect company policy in any resolution.

Key Measures

Lead the annual client survey exercise, follow through actions and closure of any areas of concern.
Proactively Champion various client service experience initiatives during the year
Ensure adherence to regulatory, statutory, legal and Absa group requirements.
Co-ordinate, monitor and oversee the activities within area of responsibility and across the other business segments
Compile and review on an ongoing basis performance figures/statistics and monitor against targets – this is in view of customer promise and feedback from complaints register.
Implement plans to rectify shortfalls in operational service and cost performance
Ensure effective escalation and resolution of operational issues are timely handled. Timely escalation of any complaints and queries with potential financial loss to the relevant channels
Ensure appropriate staffing numbers and capability to support helpdesk function.

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)