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Job Summary

To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Seychelles. Please contact Reward for details.

Job Description

QUEUE MANAGEMENT 60%

Outputs:

• By walking the queue ensure customers are directed to the correct counters for assistance.
• Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.
• Observe manning of cashiers/inquiries counters and provide feedback to branch manager or team leader when counters are not adequately staffed throughout the day.

CUSTOMER SERVICE 25%

Outputs:

• Complete the customer service dashboard on a weekly basis and provide feedback to the Branch Manager/Team Leader.
• Monitor the customer feedback system where it is available, ensuring that any broken equipment is reported to the branch manager.
• Communicate the use of the customer feedback system by talking to customers and having informal communication with Cashiers and Inquiries Advisors.
• Obtain feedback from customers on their perception of service by completing service questionnaires. Collate results and provide to the Branch Manager or Team Leader as well as the Service Manager at Head Office in-country.
• Act as service champion in the branch by communicating and coaching service initiatives to branch staff and showing branch staff an example through personal actions.
• Identify customers who want to close their accounts from those in the queue. Interview such customers to determine the reason for the closure and direct them as appropriate – customers complaining about service or tariffs are referred the Branch Manager or Team Leader service, customers who have the incorrect products are referred to the Customer Advisors. Complete the account closure forms for customers who insist on closure – hand documentation to Retail Support for processing.
• Log and create written responses to customer complaints and obtain sign-off from the Branch Manager or Team Leader before despatching responses.

SALES LEADS 5%

Outputs:

• Act as a spokesperson for the branch explaining sales campaigns to customers.
• Identify sales leads by talking to customers to understand their requirements. Direct them to Customer Advisors in the branch where a potential sales opportunity is identified.

MERCHANDISING AND BRANCH APPEARANCE 5%

Outputs:

• Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working (due to stock/cash shortages) advise the ATM Custodian immediately.
• Observe physical appearance of frontline staff, coach them where there are deviations from the minimum standards and escalate any continuous non-compliance to the Branch Manager or Team Leader.
• Arrange logistics for dedicated customer focus days within the branch and feedback the results of the focus days to the branch manager and focus day participants.
• Ensure that product pamphlets, campaign merchandising and branch stationary (such as deposit slips and pens) are adequately stocked and in good working order.

OPERATIONAL SUPPORT 5%

Outputs:

• From time to time authorise transactions above cashier limits during peak times or in the absence of other authorisers.

Risk and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Absa Policies and Standards.

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)