Empowering Africa’s tomorrow, together…one story at a time.
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
To review customer service trends and statistics within the allocated portfolio of Absa business units. Assist the business units in identifying customer complaint root causes and develop action plans to remediate. Evaluate standards for the delivery of the desired customer experiences in the bank. Agree and set specific customer metrics targets and SLAs with allocated business units. Act as the main entry point for business for all complaints and related customer experience matters.
To design build and implement digital customer tools based on stakeholder insights to make it easy and convenient for customers to do business.
Providing quality and efficient customer experience to customers through the daily management of the Inbound team to include mentoring, coaching, motivating, recognizing, and rewarding, counselling, training hands on support and problem solving.
Job Description
Customer Experience support
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Assist in the Customer Experience roll out of various campaigns to drive customer service related matters.
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Keep an evidence file up to date to substantiate adherence to the various Treating Customers Fairly (TCF) principles for auditing purposes |
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Customer Service Surveys: Ensure that data required by the survey house is received on time and accurate.
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Review reports on problems identified. Assist with the data extraction and administration of survey information for annual Customer Service Measure (CSM) survey. | Statistics
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Collection and consolidation of weekly, monthly and quarterly statistics. Track management expenses for Customer Experience costs and expenses | Switchboard Operators Management
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Support in the operations of Customer Experience, and any other related matters such as human resources and workforce planning
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Events Management
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Plan, coordinate and execute events in driving a positive culture of Customer Experience | Internal support:
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Provide additional support to the Communication/Marketing areas
Other Key responsibilities
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To support the Inbound Consultants in resolving difficult, monotonous, or escalated queries and complaints to ensure satisfactory resolution within agreed SLA.
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To roll call and monitor schedule adherence of staff on the shift to ensure availability of resources to handle assigned contact channels. Ensure that breaks are communicated for all Inbound Consultants at the beginning of shifts and monitor to ensure time is well managed on each day.
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To prepare shift update reports and conduct pre-shift briefs to share vital information so that Consultants are prepared for their scheduled shift.
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To prepare daily and weekly reports on individual and team performance and any other reports as may be assigned.
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To maximize productivity and customer experience from the Inbound team all week.
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To manage the team’s annual leave schedule to achieve the set target for the Customer Contact Centre.
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To manage performance at individual and Centre level to ensure the Call Centre targets and expectations are met through, evaluating query tracker tickets, feedback sessions. The supervisor is to also carry out performance evaluation sessions and follow up on agreed developmental plans.
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To carry out real time monitoring through floor walking or management by walking about (MBWA) and utilizing the Avaya Call Management System to look out for agent activity that may require intervention.
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To check frequently, maintain record and follow-up restoration of computer equipment and applications in the Contact Centre (i.e., applications used in query resolution, computers, telephone lines, headsets, workstation, connections etc.) to ensure effective means of delivering service to customers.
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To communicate and emphasize new or changes in processes, procedures, products, and any other Company related information to ensure the team is updated and accurately resolves customer queries and complaints.
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To coach and up skill Consultants on identified product knowledge gaps, work ethics and behavioral aspects to ensure a seamless service delivery.
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To ensure that Inbound Consultants adhere to the Bank & Call centre code of conduct.
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Acquire and maintain knowledge of bank products and the use of applications to aid in coaching, supporting and performance management process.
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To perform any other duties that may be assigned
Experience
· At least 4 years’ experience in banking or Contact Centre operations.
· 3 years Customer handling experience
· Supervisor/leadership role or experience at least 2 years.
Personal Competencies/skills
· A sound knowledge of Financial Operations and systems to appreciate and understand the complexities of the industry and the impact of growing change in technologies.
· A self-starter with good analytical skills.
· Ability to motivate and manage staff with respect to performance.
· Good communication skills both written and verbal.
· Good interpersonal skills
· Results orientated, strongly motivated to achieve.
· Teamwork.
· Leadership skills
Education
Higher Diplomas: Business, Commerce and Management Studies (Required)
Top Skills
What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond.
We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
