Absa Bank

Absa, a leading African bank with over 100 years of rich history, is seeking a Customer Experience Consultant to join their team at Acacia House Ex Chemonics in Kenya.

Job Summary:

The Customer Experience Consultant will be responsible for managing all aspects of customer experience, ensuring seamless and positive interactions for all customers and stakeholders through efficient, empathetic, and proactive support.

Key Responsibilities:

1. Customer Service Support (50%)

  • – Handle customer correspondence and daily queries
  • – Resolve complaints through the management system
  • – Assist walk-in customers and answer incoming calls
  • – Identify and report key trends in customer inquiries

2. Policy Holder Services (30%)

  • – Process amendments, reinstatements, and cancellations
  • – Conduct outbound client communication
  • – Provide sales referrals for cross-selling and upselling
  • – Organize customer experience events

3. Reporting and Control (10%)

  • – Maintain accurate records of customer interactions
  • – Adhere to service level agreements
  • – Perform regular quality checks
  • – Ensure compliance with regulatory requirements

4. Stakeholder Management (5%)

  • – Liaise with business network and key stakeholders
  • – Assist Team Leader with assignments
  • – Coach and train fellow staff members

5. Coordination with Sales Intermediaries (5%)

  • – Attend sales meetings and intermediary trainings
  • – Advise on digital solutions for onboarding and self-service
  • – Track and report on intermediary performance metrics

Requirements:

  • – Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies
  • – Strong communication and problem-solving skills
  • – Experience in customer service or related field
  • – Proficiency in customer relationship management (CRM) systems
  • – Ability to work in a fast-paced environment

Benefits:

  • – Career development opportunities through Absa’s My Career Development Portal
  • – Chance to be part of a growing, proudly African financial group

– Competitive salary and benefits package

To apply, please submit your resume and cover letter through our online application system. Reference job requisition ID: R-15965784.

Absa is an equal opportunity employer committed to diversity and inclusion in the workplace.

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