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Job SummaryResponsible for managing all aspects of customer experience, including daily dispatch of customer communications, processing of service requests, resolution of queries and complaints an organizing customer event. Ensures a seamless and positive experience for all customers and stakeholders through efficient, empathetic, and proactive support.
Job Description
Accountability: Customer Service Support (50%)
- To correspond with customers in consultation with the Team Leader
- Undertake daily actioning of queries and complaints streamed on the complaints and query management system daily.
- Attend to walk in customers and incoming calls streamed to the helpdesk daily.
- Adhere to the query and complaint categorization and response standards to ensure client queries and complaints are dealt and recorded timeously, efficiently, and professionally.
- Share key trends on queries and complaints logged and give recommendations to ensure service improvement.
- Facilitate investigation of complaints and channel them to various departments/teams for end-to-end resolution within required timelines.
- Deliver excellent and consistent customer service through timely resolution of queries and impeccable phone service.
- Provide superior customer service by proactively and timeously closing out queries and complaints as per Absa service standards and complaint handling policy.
Accountability: Policy Holder Services (30%)
- End-to-end processing of all amendments and reinstatements within the required turnaround time
- End-to-end processing of all cancellation for risk products within the required turnaround time
- Conduct out-bound communication to clients through email, phone calls & SMS.
- Provide sales referrals for cross selling and upselling.
- Execute ALAK client fulfilment, retention, and win-back strategy to increase client lifetime value.
- Organize and execute customer experience vents to enhance customer satisfaction and loyalty.
- Identify opportunities to improve customer experience and recommendation to management.
Accountability: Reporting and Control (10%)
- Maintain records of customer service and daily updates and correspondences as per ALAK service categories from time to time.
- Adherence to service level agreements on any duties assigned.
- Maintain records of walk-in customers and incoming calls and ensuring timely login on the Complaints and query management system.
- To perform Weekly, Monthly and Quarterly snap checks
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
- Understand and manage risks and risk events (incidents) relevant to the role.
- Timely review and resolution of outstanding work in progress daily.
- Represent queries and complaint in the company’s root cause analysis committee.
- Delivering operational excellence in achieving quality, cost, and service standards on assigned work.
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Accountability: Stakeholder Management (5%)
- Constant liaison with the business network and key stake holders to undertake appropriate measures on complaints and queries assigned on own workstream.
- To ensure that the Team Leader is fully assisted in any assignments given.
- Identify complaint trends and share with management to enhance customer service.
- To ensure that the Team Leader is fully assisted in any assignments given.
- Identify complaint trends and share with Team Manager to enhance customer service.
- Coach and train fellow staff members in areas where you have experience.
Accountability: Coordination with sales intermediaries (5%)
- Attend sales meetings/intermediary trainings and pick critical issues raised and channel to concerned departments.
- Advisory on ALAK digital solutions for high adoption onboarding and self-service.
- Maintain resolution tracker for intermediary issues raised in service meetings as per schedule.
- Prepare scheduled or ad hoc business reports to track Intermediary performance metrics and identify trends.
- Align service delivery to the intermediary model.