ABSA: Service Centre Consultants

Role Purpose: 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.

Responsibilities:

• 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.   
• 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.
• 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.
• Participate in own personal development, coaching and performance management processes. 
• Continuously assess own performance, seek timely and clear feedback and request 
• Foster a mindset of continuous growth and learning by acquiring different skills available in the department and excelling in them in order to provide world- class customer service. 
• Always exhibit the image of wanting to display Absa values and commitment to the team in reaching our service delivery objectives and enhancing our customer service capability. 

Requied Education:

• Higher Certificate (Required)