Customer Experience Advisor Location: Shop 134-135 N1 City Shopping Complex, Louwjie Rothman Street, N1 City, Cape Town, 7460 Time Type: Full time Posted: 2 Days Ago Application Closing Date: October 7, 2024 (4 days left to apply) Job Requisition ID: R22301 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 (eChannels 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 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. About Us Serving retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career. Especially if you want to change people's lives, in an authentic, profound and sustainable way.
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