Service Recovery Advisor-10

Firstrand; Cape Town; On-site; ZAR 240 000 - 300 000; Full time

Job summary

A leading financial institution in South Africa seeks a Service Recovery Advisor for customer service excellence. In this role, you'll resolve queries, manage relationships, and exceed expectations. Ideal candidates have a matriculation or equivalent, experience in a customer service role, and a proactive approach to problem-solving. The position offers opportunities for growth in a dynamic environment.

Benefits

Opportunities to network and collaborate

Challenging working environment

Opportunities to innovate

Qualifications

• Experience in customer service or related field is preferred.
• Knowledge of relevant systems and processes necessary.

Responsibilities

• Deliver exceptional customer service exceeding expectations.
• Resolve customer queries efficiently and within timelines.
• Manage service breakdown activities for retention.

Skills

Customer service skills

Analytical skills

Proactive problem-solving

Attention to detail

Education

Matric (Grade 12) or equivalent

Job description

Overview

Job Description: To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests. Hello Service Recovery Advisor. Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team in FNB Retail COO, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Responsibilities

• Achieve the Net Income Return for the Business as defined in the Financial Performance Report of the Business
• Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of projects to increase cost efficiency
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Achieve Retention by managing the service breakdown activities as listed in the Service Operations Plan
• Resolve all customer queries efficiently, and within agreed timelines
• Prepare business communication that is of a professional standard
• Provision of an efficient administration service through careful and timely planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Follow up with the applicable customer to ensure that the complaint was resolved to the customer’s satisfaction
• Manage own development to increase own competencies

Qualifications

• Matric (Grade 12) or equivalent
• Years’ experience in the field
• Relevant Systems Knowledge and experience

Access & Opportunities

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

Match Criteria

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment

Additional Information

We look forward to engaging with you. FNB respects your privacy and will process the information you have provided to us in accordance with our privacy notice. This notice highlights what information we collect, why we collect it, how we use it, who we may disclose it to and your rights regarding personal information. Please visit our website to view this notice.

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 04 / 11 / 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.