Service Centre Consultant | ABSA Vacancies

Job Description
Enhances customer’s experience through the provision of excellent service, efficient and professional handling of support queries and requests with the aim of retaining existing customers.
Job Criteria
– Grade 12
– No experience required
Duties
Accountability: Operations Management
– Adhere to standard operating procedures (SOPs) within the area of accountability.
– Answer Inbound calls and respond to written queries timeously
– Identify and prioritize customer experience breakdown points based on customers’ expectations, breakdown severity and business impact, using customer measurement feedback (NPS scores)
– Perform detailed analytics in order to identify root course pain points that are impacting customer experience delivery and take actions necessary to address these.
– Identify and recommend new innovative ways of achieving positive feedback on quality product knowledge experience.
– Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas.
– Record and report on transactional activities on workflow to provide timely and accurate information.
– Meet the daily operational workload requirements as per the agreed targets
– Manage the implementation of new processes and systems to optimize the customer experience.
– Test the improvements with customers in order to drive digital adoption for self service
– Plan, organize and complete task and activities in alignment with performance objectives.
– Understand, interpret and provide management with customer insights with the aim to improve the customer experience
– Continuously ensure an up-to-date and complete understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk.
Accountability: Maintain Client Experience
– Deliver a seamless customer service experience through unique and accurate customer insights in order to retain customers
– Place customer at the centre of the business, services and solutions to deliver an outstanding and seamless customer service.
– Peruse, analyse and actively communicate client centric trends to improve customer experience
– Clarify requirements and delivery outcome expectation to exceed customer expectations.
Accountability: Finance
– Adhere to specified policies, standards and procedures to prevent and avoid loss events.
– Eliminate time and effort spent on distracting activities and other unproductive behavior in order to adhere to schedule and to make productive use of the time allocated to execute tasks.
Date published 3 June 2022
Closing date is not specified for this vacancy
This Service Centre Conultant job is in Johannesburg
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