Customer Relations Specialist at ABSA Group

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 for transformative growth. Joining our organization presents the chance to contribute to this vibrant evolution, redefine our future trajectory, and actively influence our collective destiny as a proudly African enterprise. My Career Development Portal: Wherever your professional journey stands, we stand ready to support you. Seize the opportunity to shape your career trajectory. Explore innovative mentorship, resources, and assistance designed to maximize your capabilities. You embody ABSA. You embody potential. Job Summary Provide exceptional customer support services by adhering to established standard operating procedures to consistently meet predefined objectives and elevate the overall customer experience. Job Description Business Support- 50% Outputs: To ensure the effective capture, management, and resolution of customer complaints while adhering to established response time targets, with a focus on upholding the bank’s standards. Address all customer inquiries and complaints received through the branch and other channels promptly, ensuring a resolution is provided within a 48-hour timeframe. “Assess current systems and processes to identify inefficiencies or obstacles that impede customer service, and propose solutions—whether through modification, elimination, or enhancement—to deliver measurable value to customers.” As the designated authority, you will serve as the primary point of reference, uphold industry best practices, and assume full ownership of all customer complaints within the organization. To keep the Business informed, we regularly commission and provide reports highlighting the Top 3 most common complaints in the branch. Conduct a thorough follow-up on all actions that emerge from the analysis of the relevant data. Ensure all data and correspondence are organized and stored in the appropriate filing system. Provide assistance with any additional responsibilities at the branch as directed by the line manager. Service Improvement-20% Outputs: Maintain and uphold service level agreements by resolving customer queries and complaints promptly and efficiently. Maintain the accuracy and consistency of data throughout its lifecycle. Handle escalated customer queries/issues/complaints. Collaborate with business units via follow-up calls to uphold and enhance customer service standards. Enhance performance by implementing initiatives and procedural adjustments designed to elevate customer service quality while maintaining cost efficiency. Developing Capability-20% Outputs: Assist To acknowledge and commend staff members for delivering outstanding customer service, ensuring recognition of their contributions and efforts. Conduct thorough assessments to pinpoint organizational training gaps, then present well-supported recommendations to the Training Analyst or Branch Manager outlining the necessary solutions to address those identified needs. Risk Management-10% Outputs: Ensure compliance with all relevant statutory, legal, and group requirements, including GMS V5. We are committed to upholding a strong risk profile by rigorously enforcing strict Service Level Agreement (SLA) controls. Responsible for overseeing a robust statistical information process designed to track and analyze productivity and service level metrics. Ensure all activities and duties strictly adhere to regulatory obligations, the ABSA Operational Risk Framework, and internal ABSA policies and standards. Education Required qualification: Further Education and Training Certificate (ETC) in Business, Commerce and Management Studies. Sharing is caring! Kindly utilize the icons below to share this content.

---

**

[Click the Apply button below to apply, and Create my CV to build a CV tailored to this offer, professionally]