Junior Specialist - Customer Experience

Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Enable, support and monitor effective complaints management within the BU by providing guidance with the fair resolution of complaints as well as the identification, reporting and monitoring of complaint trends in order to drive improve service and customer loyalty in full alignment to the banks customer management strategy and in line with the BUs Service Standards

Job Description

Support and monitor complaint resolution within Physical Channels in full compliance with quality and regulatory standards.

Periodic extraction of complaints data, analysis and monitoring of root cause actions including coordination of post implementation reviews of the mitigating actions to reduce recurring pain points. Reporting of colleagues and customer experience related issues.

Recommendation of suitable remedies with the aim at breaking down the barriers to colleagues and customer service experience.

Conduct Branch visits from time to time in order to perform Mystery Shopping in order to identify service related gaps and/or best practices, deep dive on impairments to service experience objectives at various touch points within the Branch as well as identify challenges encountered by Colleagues and Customers.

Daily data extraction from various platforms (e.g Workplace, Social Media, Service Now) and periodic Reporting on identified service-related issues and trends

Identifying of reputational risks arising from both customers and colleagues social media posts for reporting and possible mitigating actions.

Special reporting on individual products and their impact on channel delivery

Share customers experience insight with Regions, assist with interpretation of identified trends and provide recommendations for service experience via Monthly trend reports

Supporting BU with products/process/system related service barriers in order to pro-actively solution emerging themes in order to prevent future complaints that can negatively impact the service experience.

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised