Inbound Agent
4 days ago
Empowering Africa's tomorrow, together…one story at a time.
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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Job Summary
To deliver high-quality customer service by handling inbound calls related to banking products and services, resolving customer inquiries, and ensuring compliance with banking regulations and internal policies. The role requires excellent telephone etiquette and communication skills to build trust and rapport with customers.
Job Description
Resolving Complaints / Queries / Service requests Time split 90%
- Answer inbound calls professionally and promptly, ensuring a positive customer experience.
- Provide accurate information regarding products, services, policies, and procedures.
- Promote relevant banking products and services based on customer needs and eligibility.
- Resolve customer issues and complaints effectively while maintaining professionalism and customer satisfaction.
- Assist customers with account inquiries, transaction support, card services, and digital banking troubleshooting.
- Demonstrate excellent telephone skills, including clear articulation, active listening, empathy, and a calm tone under pressure.
- Undertake root cause analysis on all queries/complaints received to ensure reduction or eliminate repeated queries/complaints.
- Interact with internal stakeholders to determine reasons for delays in processing of customer applications and actively engage customers.
- Interact with internal stakeholders for query resolution.
- Identify trends in common errors driving customer complaints and propose suggestions to prevent recurrences and customer dissatisfaction.
- Escalate cases when necessary.
- Document customer interactions and transactions on the applicable system.
- Meet or exceed performance metrics including call handling time, customer satisfaction, First Day resolution, and first Point of Contact resolution.
- Maintain up-to-date knowledge of bank offerings and promotions.
- Follow contact Centre protocols and comply with data privacy regulations.
- Participate in training and development programs to enhance service delivery.
Accountability Control and Governance Time split 10%
- Compile daily MI on personal productivity
- Adhere to Data Privacy policy and standards at times.
- Abide to the Complaints standard and procedure manual.
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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