Job Description
To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests.
- Promotes diversity within the team and fosters a positive and productive work environment, motivating the team to achieve high standards of service recovery.
- Supervises and monitors key performance indicators (KPIs) related to service recovery team, such as customer satisfaction scores, resolution times, and complaint volumes..
- Analyses complaints and queries for products, services, processes and systems improvement
- Prepares and presents reports on service recovery performance to senior management, and relevant forums highlighting trends, successes, and areas for improvement.
- Develops and refines the bank’s service recovery strategy to align with overall business goals and customer satisfaction objectives.
- Ensures that all customer issues are resolved promptly and satisfactorily, maintaining high standards of service quality.
- Collaborates with QA to handle escalated and complex customer complaints that require higher-level intervention.
- Achieves Retention by managing the service breakdown activities as listed in the Service Operations Plan
- Resolves all customer queries efficiently, and within agreed timelines.
- Prepares business communication that is of a professional standard
- Manage own development to increase own competencies.
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
Closing date: 22/02/25
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.