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Crafting Africa’s future, one narrative at a time, we unite in collective purpose. A century-old institution with deep-rooted local heritage and a robust presence in both regional and global markets, our family-owned bank invites you to join our dynamic expansion, redefine our collective future, and actively contribute to shaping the vision of a proudly African enterprise. My Career Development Portal: Wherever you stand in your professional journey, we stand ready to support you. Shape the trajectory of your career. Access cutting-edge resources, mentorship, and assistance to maximize your growth. You are ABSA—embodying endless potential. Job Summary To provide exceptional customer support services, enhancing the overall customer experience by adhering to predefined objectives and established standard operating procedures. Job Description Business Support- 50% Outputs: Experienced professionals responsible for capturing, managing, and tracking the resolution of complaints with a high degree of proficiency, ensuring adherence to established response timeframes to uphold the bank’s commitment to customer satisfaction. Handle all customer inquiries and complaints submitted via the branch or alternative channels within a 48-hour timeframe. To assess existing systems and processes, pinpoint those that impede customer service delivery, and propose enhancements or streamlined solutions to remove these obstacles. Additionally, recommend improvements aimed at creating tangible value for customers. As the primary authority and a key point of reference, you will drive improvements in complaint handling by establishing best practices and maintaining ownership of the process throughout the business. Regularly generate and deliver reports to the Business, highlighting the Top 3 most common complaints within the branch. We will ensure all actions stemming from the data review are thoroughly addressed and completed in a timely manner. Properly maintain the organization and filing of all data and correspondence to ensure efficient retrieval and compliance with record-keeping standards. Support the line manager by undertaking any additional responsibilities or tasks within the branch as required. Service Improvement-20% Outputs: Maintain and uphold service level standards by resolving queries and complaints promptly and efficiently. Maintain the integrity and accuracy of data at all times. Handle escalated customer queries/issues/complaints. Collaborate with business units via customer service calls to verify adherence to and ongoing enhancement of service standards. Enhance operational efficiency by implementing strategic initiatives and refining processes to elevate customer service standards while maintaining cost-effectiveness. Developing Capability-20% Outputs: Assist To acknowledge and reward staff members who consistently deliver exceptional customer service, ensuring their contributions are recognized and valued. Conduct assessments to determine training requirements and present findings to the Training Analyst or Branch Manager, along with actionable recommendations to address identified gaps. Risk Management-10% Outputs: Ensure compliance with all statutory, legal, and group-mandated requirements, including the GMS V5 standard. Ensure adherence to stringent Service Level Agreements (SLAs) to uphold a favorable risk profile through rigorous control mechanisms. Responsible for managing a streamlined statistical information system to monitor and analyze productivity and service level metrics. Ensure strict adherence to all regulatory mandates, the ABSA Operational Risk Framework, and internal ABSA Policies and Standards in the execution of all duties and responsibilities. Education Revised: A National Senior Certificate (NSC) or equivalent qualification is required. Sharing knowledge fosters collective growth—utilize the icons below to disseminate this opportunity widely.
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🎯 Responsabilités At the forefront of shaping Africa’s future, we unite to craft each chapter of progress with purpose and passion. A legacy spanning more than a century, combined with a robust local presence and a blend of regional and global expertise, positions our family owned bank as a dynamic institution poised
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