Customer Experience Advisor

firstrand; Cape Town; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player is seeking a Customer Experience Advisor to enhance customer interactions and ensure satisfaction. In this role, you'll engage with clients, understand their needs, and guide them through various banking services. Your proactive approach will help prevent complaints and promote a seamless experience. This position offers a chance to be part of a dynamic team, contributing to the company's mission of delivering exceptional service. If you're passionate about customer care and teamwork, this opportunity is perfect for you.

Qualifications

• Strong customer service skills with a focus on customer experience.
• Ability to work effectively in a team environment.

Responsibilities

• Provide excellent customer service and manage customer experiences.
• Identify customer needs and direct them to appropriate channels.

Skills

Customer Service

Communication Skills

Teamwork

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Customer Experience Advisor page is loaded

Customer Experience Advisor

Apply locations Blouberg Rural | Type: Full time | Posted: Today | Application Deadline: May 14, 2025 (5 days left)

Job Description

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practice.

• Contribute to cost efficiencies through responsible utilisation of work-related resources.
• Prevent complaints by proactively identifying customers needing additional check-ins or about to leave without assistance, and offer alternatives (e.g., booking a ticket or using Digital Channels).
• Provide excellent customer service to external clients seeking assistance with banking or financial needs.
• Promote teamwork and inclusivity within the team.
• Identify and utilise opportunities to assess and improve personal performance.
• Ensure operational excellence by delivering work processes according to quality standards.
• Optimize work through applying learning experiences.
• Build and maintain stakeholder relationships.
• Deliver customer service in line with quality standards.

Job Details

Note: Applications will not be accepted after the deadline. Please submit your application before May 14, 2025.

All appointments will align with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may voluntarily disclose disability information, which will be kept confidential unless required by law.

Introduce Yourself

Introduce yourself to our recruiters. We will contact you if there's a suitable role.

If you have queries, please log them via MyQ.

About Us

FNB serves retail and commercial customers, offering banking, insurance, investment, and digital solutions that help navigate everyday challenges. Recognized globally, FNB has won multiple awards, including the Strongest Banking Brand in the World (Brand Finance Banking 500 2023). We offer opportunities for a rewarding career, especially if you want to make a meaningful impact on people's lives.