ABSA Jobs – Customer Service Experience

Job Description:

To provide strategies that develop competitive service experiences for customers that are omnichannel and multiproduct agnostic. Furthermore, to align business initiatives with Everyday Banking customer experience framework to realize market leading customer matrices

Job Responsibilities:

• Works according to targets to increase the quality of the customers’ experience and commits to the service targets
• Ensure embedment of infrastructure that tracks and supports superior customer satisfaction levels, optimal customer acquisition and cross-selling to meet customer requirements and sales and service enablement targets
• Implement a robust knowledge management and agile learning system to support real-time learning and the constant communication of new ideas/learning amongst all colleagues.
• Manages customer services targets to build customer loyalty
• Achieve high performance through embedding formal development plans and informal coaching
• Collaborates with team to design solutions with the goal of enhancing customer service and building relationships with the customer to enable the organisations customer value proposition.
• Build capability to support customer interaction analyses, derive insights, implement solutions, track solution implementation success and drive improvement to achieve service targets and SX.
• Responsible for translating Management Information data and reports and tabling insights gained through studying such integrated business (function) reports to measure success and to realign tactical strategy, practice and specifically process implementation objectives appropriately
• Implement people strategies that drive the optimum utilisation of human capability and capacity, clarifying requirements and expected outcomes
• Build capability to report on customer experience trends
• Ensure timeous reporting on the Contact Centre’s performance

Qualification & Experience:

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Job Details:

Company: Absa Group Limited

Vacancy Type:  Full Time

Job Location: Johannesburg, Gauteng, SA

Application Deadline: N/A

Apply Here

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