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.
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The Client Care and Service Hub Advisor has an overall responsibility on the following aspects of the operations of the
Hub:
The role is in place to ensure overall day-to-day conduct of targeted inbound and outbound interactions
with Retail, Business Banking, CIB and Wealth customers taking place through the Hub that has been put
in place to serve these customers over a well-defined but dynamic service catalogue. The Hub Advisor
reports into and supports the Client Care and Service Hub Supervisor / Team Leader in upscaling the Hub
Conduct of Daily Operations
The Hub Advisor works on a shift system covering a 24/7 scheduling, including weekend and public holiday. Each shift is of 9 hour duration, which includes 8 working hours, and 1 hour for break/lunch. An indicative schedule is as follows:
Focus on the team’s priorities as directed by the Supervisor or Team Leader and ensure briefing notes and important internal communications are read and understood before start of day operations.
Ensure accuracy and first time right on Operations.
Strictly follow scripts, FAQs and SOPs to standardise the service delivery across the team of advisors.
Refer regularly to the Hub’s repository of reference documents and Book of Knowledge to ensure consistency in approach.
Execute the outbound calling programme as directed by the Hub Management Team, ensuring targeted sample sizes are achieved.
Screen leads as per approved criteria for each segment.
Log all queries, requests and service issues received at the Hub.
Handle key poles of inbound and outbound activities related as directed by the Hub Management Team.
Populate daily trackers and reporting sheets.
Ensure full understanding and alignment with FAQs and SOPs.
Handling of Complaints
The Complaint Handling Standard and guidance notes must be strictly adhered to.
Log all expressions of dissatisfaction on the appropriate case-logging tool.
Ensure excellent understanding of the complaints and service metrics and their targets.
Quality Service Delivery
Ensure the quality of service and the standards of customer engagement delivered to customers are according to the established QA framework.
Ensure all interactions with customers are logged.
Ensure commitments taken with customers are followed through.
Be Trained & Coached
Proactively inform Supervisors of any lack of confidence on any aspect of the service delivery.
Follow the Absa induction programme / mandatory LMS trainings with diligence and verify understanding and / or expectations with Supervisors or Team Leader when in doubt.
Risk Management
Ensure Bank policies are strictly adhered to.
Role/Person Specification
Preferred Education:
Preferred Experience:
A combination of the following experiences is preferred:
At least 2 years of working experience in a customer-facing role, whether face-to-face or via online or phone channels involving live contact with customers.
Shift-working experience in a Call Centre environment.
Experience in serving customers in the banking or hospitality sector or any similar service sector.
Knowledge & Skills:
The following soft skills are essential for this role:
Must enjoy contact with customers.
Must be able to maintain composure and show resilience when dealing with difficult customers.
Other required knowledge & skills:
Excellent spoken and written English and French.
Fluent in Mauritian creole.
Fluent in Hindi or Urdu
Proficiency in the use of digital applications, tools and social media.
Technical Competencies:
Acquired competencies or proven involvement in a combination of the following fields is preferred:
Team working
Direct sales or Telesales
Quality Assurance
Process improvement and customer journey optimisation
Project Management
Behavioural Competencies:
Passionate about engaging with customers and delivering excellent customer experience
Resilient in the face of business challenges and fast-changing priorities.
Collaborative and co-creative approach in bringing solutions and innovation.
Focused on achieving team and business targets.
Leadership qualities.
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond.
We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
