Junior Specialist: Complaints Resolution

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

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

Job Summary

To provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention and identified growth targets.

Job Description

Receipt of complaints:

• Receive clients query/complaint against via email, telephone, Actionline or any other complaints logging channels. Advise accordingly and appropriately.
  
  

Capturing and assigning complaints:

• Log the query/complaint on the Complaints Management System, according to acceptable standards, and load all appropriate customer information received via fax, email and/or verbally.
  
  

Facilitation of Complaints process:

• Draw reports from complaints management system and manage exception reports on a daily and filter relevant information, address outstanding and/or unresolved information.
  
  

Compile reports:

• Compile reports on all complaints received and on customer satisfaction.
• Plan and manage timelines to ensure that complaints logged are attended to within the agreed process and SLA requirements
  
  

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised