Customer Experience Advisor

Wesbank; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial institution is seeking a Customer Experience Advisor for their branch in Cape Town. The ideal candidate will provide excellent service to customers, manage their needs effectively, and contribute to a positive team environment. Responsibilities include helping customers navigate their banking or financial requirements and ensuring operational excellence in service delivery. This position is critical for maintaining high quality service standards and customer satisfaction.

Qualifications

• Proven ability to provide excellent customer experience.
• Experience in identifying customer needs proactively.
• Ability to adhere to quality service standards.

Responsibilities

• Welcome customers and understand their requirements.
• Manage the waiting experience for customers.
• Assist customers with banking or financial needs.

Skills

Customer service

Problem-solving

Teamwork

Job description

Customer Experience Advisor – locations: Shop Canal Walk Shopping Centre, Century Boulevard, Century City, Cape Town. Time type: Full time.

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 that need additional check‑ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels).
• Provide great customer service to external clients entering the branch to get assistance with banking or financial needs.
• Contribute to teamwork and inclusivity within own team.
• Identify and utilise opportunities to assess and improve own performance.
• Ensure operational excellence through the delivery of work processes according to defined quality standards.
• Optimise work through the application of learning experiences.
• Build and maintain stakeholder relationships.
• Deliver customer service through adherence to quality service standards.

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: 30/12/25.

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 to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless required by law to disclose it to other parties.

Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match. Should you have any queries, please log it via .

Advisor Customer Experience • Cape Town, Western Cape.