Inbound Agent

Absa Group; Johannesburg; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A leading banking institution in Johannesburg seeks a Customer Service Representative to provide exceptional service through inbound calls, resolve inquiries, and ensure compliance with banking regulations. Candidates should have strong communication skills and a FETC in relevant fields. Join an organization dedicated to serving the community and empowering your career.

Responsibilities

• Handle inbound calls related to banking products and services.
• Resolve customer inquiries and complaints effectively.
• Promote relevant banking products based on customer needs.
• Document customer interactions accurately.

Skills

Excellent telephone etiquette

Communication skills

Active listening

Empathy

Problem-solving

Education

Further Education and Training Certificate (FETC): Business, Commerce, and Management Studies

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and a strong position as a local bank with regional and international expertise, a career with us offers the opportunity to be part of this exciting growth journey, to reset our future, and shape our destiny as a proudly African group.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools, and support to unlock your potential. You are Absa. You are possibility.

Job Summary

To deliver high-quality customer service by handling inbound calls related to banking products and services, resolving customer inquiries, and ensuring compliance with banking regulations and internal policies. The role requires excellent telephone etiquette and communication skills to build trust and rapport with customers.

Job Description

Resolving Complaints / Queries / Service requests (Time split 90%)

• Answer inbound calls professionally and promptly, ensuring a positive customer experience.
• Provide accurate information regarding products, services, policies, and procedures.
• Promote relevant banking products and services based on customer needs and eligibility.
• Resolve customer issues and complaints effectively while maintaining professionalism and customer satisfaction.
• Assist customers with account inquiries, transaction support, card services, and digital banking troubleshooting.
• Demonstrate excellent telephone skills, including clear articulation, active listening, empathy, and a calm tone under pressure.
• Undertake root cause analysis on all queries/complaints received to ensure reduction or elimination of repeated queries/complaints.
• Interact with internal stakeholders to determine reasons for delays in processing customer applications and actively engage customers.
• Identify trends in common errors driving customer complaints and propose suggestions to prevent recurrences and dissatisfaction.
• Escalate cases when necessary.
• Document customer interactions and transactions on the applicable system.
• Meet or exceed performance metrics including call handling time, customer satisfaction, first day resolution, and first point of contact resolution.
• Maintain up-to-date knowledge of bank offerings and promotions.
• Follow contact centre protocols and comply with data privacy regulations.
• Participate in training and development programs to enhance service delivery.

Accountability, Control, and Governance (Time split 10%)

• Compile daily MI on personal productivity.
• Adhere to Data Privacy policy and standards at all times.
• Abide by the Complaints standard and procedure manual.
• Ensure all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework, and internal policies and standards. Understand and manage risks and risk events (incidents) relevant to the role.

Education

Further Education and Training Certificate (FETC): Business, Commerce, and Management Studies (Required)