Customer Experience Advisor

Job Title

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

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.