Contact Center Agent

Job Requisition ID: R-15975555

Job Summary

To maintain customer satisfaction and boost brand reputation through managing customer inquiries and complaints and providing information about products and services in real-time through phone, email, social media or any other available channel of communication.

Job Description

Main Accountabilities

Service Improvement

• Attend to customer enquiries through different channels (phone, email, social media etc)
• Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
• Ensure 80% of all complaints are handled and resolved at First Point of Contact (FPoC)
• Assist Customer Insight team to conduct customer research.
• Be responsible for complaint capturing, tracking and monitoring for timely resolution, and feedback to complaint manager upon critical complaint. Respond promptly to customers inquiries, follow up on customers interactions and provide feedback

Business Support

• Support business campaign drives and cross selling of products and services during customers interactions
• Support KYC requirements compliance by educating customers to update key information during customer interactions

Developing Capability

• Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.

Reporting & Control

• Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
• Ensure competent rating in contact center and enquiry handling.
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

Technical skills / Competencies

• Excellent communication skills – Verbal & Written
• Interpersonal Skills
• Empathetic listening
• Problem analysis and Problem-solving skills
• Knowledge of financial products and services
• An instinctive inclination & orientation towards service.
• Previous experience in customer service
• Adaptability, Attention to detail and accuracy
• Excellent Presentation skills both written and oral.
• Ability to handle bitter/ upset and angry customers

Knowledge, Expertise and Experience

Essential

• Excellent communication, Presentation & Interpersonal skills both written and oral
• Knowledge of Customer Service Principles and Practices
• Knowledge of relevant computer applications
• Product Knowledge

Experience, qualifications and other requirements specific to the role

• A good understanding of the various functions in the bank e.g. Retail, Corporate, and Operations & Technology.
• Have understanding and worked with various other financial institution to understand the dynamics.
• Understanding of Customer Relationship Management systems and process improvement initiatives Ability to implement projects / programs according to set objectives & timelines, across a wide business platform.
• Ability to handle all types of customers and their expectations i.e bitter/ upset and angry customers

Entrants without formal accreditations will be expected to achieve accreditation within 1 year of entry proven coaching and development skills Preferred

Absa Values

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)