Branch Experience Host & Digital Channel Guide

FirstRand Bank India; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Group in Cape Town seeks a Customer Experience Advisor to welcome customers, understand their needs, manage the waiting experience, and direct customers to the most appropriate banking channels, including e-Channels and Self Service, based on customer-centric best practices.

You will be part of the POP team, delivering warm, efficient service while upholding FirstRand Group's standards and contributing to branch efficiency and customer satisfaction.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields.
• Experience: 1–3 years in client experience in a customer-facing service environment.

Responsibilities

• Welcome customers in a professional and friendly manner.
• Understand customer requirements and direct to appropriate channels.
• Manage the waiting experience and uphold service standards.
• Direct customers to eChannels and Self-Service options.
• Proactively identify customers needing additional support.

Skills

Customer experience

Communication skills

Digital channels guidance

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking / Business Management

Job description

FirstRand Group in Cape Town seeks a Customer Experience Advisor to welcome customers, understand their needs, manage the waiting experience, and direct customers to the most appropriate banking channels, including e-Channels and Self Service, based on customer-centric best practices.

You will be part of the POP team, delivering warm, efficient service while upholding FirstRand Group's standards and contributing to branch efficiency and customer satisfaction.