Service Centre Consultant

Job description summary

Enhances customer’s experience through the provision of excellent service, efficient and professional handling of support queries and requests with the aim of retaining existing customers.

Job responsibilities:

Accountability: Operations Management

• Adhere to standard operating procedures (SOPs) within the area of accountability.

• Answer Inbound calls and respond to written queries timeously

• Identify and prioritize customer experience breakdown points based on customers’ expectations, breakdown severity and business impact, using customer measurement feedback (NPS scores)

• Perform detailed analytics in order to identify root course pain points that are impacting customer experience delivery and take actions necessary to address these.

• Identify and recommend new innovative ways of achieving positive feedback on quality product knowledge experience.

• Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas.

• Record and report on transactional activities on workflow to provide timely and accurate information.

• Meet the daily operational workload requirements as per the agreed targets

• Manage the implementation of new processes and systems to optimize the customer experience.

• Test the improvements with customers in order to drive digital adoption for self-service

• Plan, organize and complete task and activities in alignment with performance objectives.

• Understand, interpret and provide management with customer insights with the aim to improve the customer experience

• Continuously ensure an up-to-date and complete understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk.

Accountability: Maintain Client Experience

• Deliver a seamless customer service experience through unique and accurate customer insights in order to retain customers

• Place customer at the centre of the business, services and solutions to deliver an outstanding and seamless customer service.

• Peruse, analyse and actively communicate client centric trends to improve customer experience

• Clarify requirements and delivery outcome expectation to exceed customer expectations.

Accountability: Finance

• Adhere to specified policies, standards and procedures to prevent and avoid loss events.

• Eliminate time and effort spent on distracting activities and other unproductive behavior in order to adhere to schedule and to make productive use of the time allocated to execute tasks.

Accountability: Learning and Growth

• Participate in own personal development, coaching and performance management processes.

• Continuously assess own performance, seek timely and clear feedback and request

• Foster a mindset of continuous growth and learning by acquiring different skills available in the department and excelling in them in order to provide world- class customer service.

• Always exhibit the image of wanting to display Absa values and commitment to the team in reaching our service delivery objectives and enhancing our customer service capability.

Accountability: Compliance

• Understand and mitigate risks and risk events (incidents) relevant to the role to ensure compliance.

• Conduct all activities and duties in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Policies and Policy Standards

Qualifications:

• Matric

• NQF level 5 plus qualifications

Competencies and experience:

• Sales and Client Services experience 2-3 years’ experience

• Customer Services Amendment Experience 2-3 years’ experience

• Retentions 1-2 years Life Insurance experience

• RE5 advantageous

• Life Insurance experience would be 1st choice