Job Summary
Responsible for managing all aspects of customer
experience, including daily dispatch of customer communications, processing of
service requests, resolution of queries and complaints an organizing customer
event. Ensures a seamless and positive experience for all customers and
stakeholders through efficient, empathetic, and proactive support.
Job Description
Accountability: Customer Service Support (50%)
To correspond with customers in consultation with the
Team Leader
Undertake daily actioning of queries and complaints
streamed on the complaints and query management system daily.
Attend to walk in customers and incoming calls
streamed to the helpdesk daily.
Adhere to the query and complaint categorization and
response standards to ensure client queries and complaints are dealt and
recorded timeously, efficiently, and professionally.
Share key trends on queries and complaints logged and
give recommendations to ensure service improvement.
Facilitate investigation of complaints and channel
them to various departments/teams for end-to-end resolution within required
timelines.
Deliver excellent and consistent customer service
through timely resolution of queries and impeccable phone service.
Provide superior customer service by proactively and
timeously closing out queries and complaints as per Absa service standards and
complaint handling policy.
Accountability: Policy Holder Services (30%)
End-to-end processing of all amendments and
reinstatements within the required turnaround time
End-to-end processing of all cancellation for risk
products within the required turnaround time
Conduct out-bound communication to clients through
email, phone calls & SMS.
Provide sales referrals for cross selling and
upselling.
Execute ALAK client fulfilment, retention, and
win-back strategy to increase client lifetime value.
Organize and execute customer experience vents to
enhance customer satisfaction and loyalty.
Identify opportunities to improve customer experience
and recommendation to management.
Accountability: Reporting and Control (10%)
Maintain records of customer service and daily
updates and correspondences as per ALAK service categories from time to time.
Adherence to service level agreements on any duties
assigned.
Maintain records of walk-in customers and incoming
calls and ensuring timely login on the Complaints and query management system.
To perform Weekly, Monthly and Quarterly snap checks
Ensure that all activities and duties are carried out
in full compliance with regulatory requirements, Enterprise-Wide Risk
Management Framework and internal Absa Policies and Policy Standards.
Understand and manage risks and risk events
(incidents) relevant to the role.
Timely review and resolution of outstanding work in
progress daily.
Represent queries and complaint in the company’s root
cause analysis committee.
Delivering operational excellence in achieving
quality, cost, and service standards on assigned work.
Ensure that all activities and duties are carried out
in full compliance with regulatory requirements, Enterprise-Wide Risk
Management Framework and internal Absa Policies and Policy Standards.
Understand and manage risks and risk events (incidents) relevant to the role.
Accountability: Stakeholder Management (5%)
Constant liaison with the business network and key
stake holders to undertake appropriate measures on complaints and queries
assigned on own workstream.
To ensure that the Team Leader is fully assisted in
any assignments given.
Identify complaint trends and share with management
to enhance customer service.
To ensure that the Team Leader is fully assisted in
any assignments given.
Identify complaint trends and share with Team Manager
to enhance customer service.
Coach and train fellow staff members in areas where
you have experience.
Accountability: Coordination with sales
intermediaries (5%)
Attend sales meetings/intermediary trainings and pick
critical issues raised and channel to concerned departments.
Advisory on ALAK digital solutions for high adoption
onboarding and self-service.
Maintain resolution tracker for intermediary issues
raised in service meetings as per schedule.
Prepare scheduled or ad hoc business reports to track
Intermediary performance metrics and identify trends.
Align service delivery to the intermediary model.
Education
Further Education and Training Certificate (FETC):
Business, Commerce and Management Studies (Required)
How To Apply
