This job listing has expired and may no longer be relevant!
9 Jan 2023

Customer Experience Executive at Absa Group

Never Miss a Job Update Again. Click Here to Subscribe

We have started building our professional LinkedIn page. Follow

Job 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.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

To ensure that customer service standards are maintained within the banking hall.


Job Description



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.



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.



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.



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.



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

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


Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Sharing is Caring! Click on the Icons Below and Share

Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 15th January, 2023.


Apply for this Job