To apply, click on the link at the end of the posts and all the best with your applications.

UX Researcher – Digital

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 SummaryWe are looking for a UX Researcher to join our product design team and help us understand our users better. You will play a key role in defining and improving our products by conducting user research and providing insights and feedback. You will use a variety of research methods,
then present your results and suggestions to the team and stakeholders, and collaborate with designers, developers, and product managers to implement them.

Job Description

Your key job objectives will include:

• Supporting the product design team in developing customer journey strategies that consistently improve the customer experience for Absa CIB and drive a customer centric culture throughout the business
• Researching UX best practices across both competitors and user needs requirements
• Analysing CX and UX data to inform our UX design process
• Collaborating with stakeholders and design team members

Send in your CV if you have the above and below-mentioned experience.

• A Bachelor’s Degree in media, marketing, research or digital marketing
• 3 years or more experience in market research
• User testing research and usability testing (applied)
• Analysed research findings for a better understanding of user insight (applied)
• Good understanding of analytics and the UX design process (applied)
• Good understanding of what motivates a customer, (applied)

EducationBachelor`s Degrees and Advanced 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

Premier Customer Service Intern

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.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job SummaryTo deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya, Mauritius, Seychelles. Please contact Reward for details.

Job DescriptionCustomer (Insights and experience): To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details. | : Customer Experience support | Assist in the Customer Experience roll out of various campaigns to drive customer service related matters Keep an evidence file up to date to substantiate adherence to the various Treating Customers Fairly (TCF) principles for auditing purposes: Customer Service Surveys | Ensure that data required by the survey house is received on time and accurate Review reports on problems identified Assist with the data extraction and administration of survey information for annual Customer Service Measure (CSM) survey: Statistics | Collection and consolidation of weekly, monthly and quarterly statistics Track management expenses for Customer Experience costs and expenses: Switchboard Operators Management | Support in the operations of Customer Experience, and any other related matters such as human resources and workforce planning: Events Management | Plan, coordinate and execute events in driving a positive culture of Customer Experience: Internal support | Provide additional support to the Communication/Marketing areas:

EducationFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Advisor – Client Care and Service Hub

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.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job SummaryThe Client Care and Service Hub Advisor has an overall responsibility on the following aspects of the operations of the Hub. The role is in place to ensure overall day-to-day conduct of targeted inbound and outbound interactions with Retail, Business Banking, CIB and Wealth customers taking place through the Hub that has been put in place to serve these customers over a well-defined but dynamic service catalogue. The Hub Advisor reports into and supports the Client Care and Service Hub Supervisor / Team Leader in upscaling the Hub into a Centre of Excellence for the relevant services offered through a top-notch service delivery.

Job Description

Accountabilities

Conduct of Daily Operations

• The Hub Advisor works on a shift system covering a 24/7 scheduling, including weekend and public holiday. Each shift is of 9 hour duration, which includes 8 working hours, and 1 hour for break/lunch. An indicative schedule is as follows:

– Shift 1: 07:00 – 16:00

– Shift 2: 08:00 – 17:00

– Shift 3: 11:00 – 20:00

– Shift 4: 13:00 – 22:00

– Shift 5: 15:00 – 00:00

– Shift 6: 23:00 – 08:00

• Focus on the team’s priorities as directed by the Supervisor or Team Leader and ensure briefing notes and important internal communications are read and understood before start of day operations.
• Ensure accuracy and first time right on Operations.
• Strictly follow scripts, FAQs and SOPs to standardise the service delivery across the team of advisors.
• Refer regularly to the Hub’s repository of reference documents and Book of Knowledge to ensure consistency in approach.
• Execute the outbound calling programme as directed by the Hub Management Team, ensuring targeted sample sizes are achieved.
• Screen leads as per approved criteria for each segment.
• Log all queries, requests and service issues received at the Hub.
• Handle key poles of inbound and outbound activities related as directed by the Hub Management Team.
• Populate daily trackers and reporting sheets.
• Ensure full understanding and alignment with FAQs and SOPs.

Accountabilities

Handling of Complaints

• The Complaint Handling Standard and guidance notes must be strictly adhered to.
• Log all expressions of dissatisfaction on the appropriate case-logging tool.
• Ensure excellent understanding of the complaints and service metrics and their targets.

Accountability

Quality Service Delivery

• Ensure the quality of service and the standards of customer engagement delivered to customers are according to the established QA framework.
• Ensure all interactions with customers are logged.
• Ensure commitments taken with customers are followed through.

Accountability

Be Trained & Coached

• Proactively inform Supervisors of any lack of confidence on any aspect of the service delivery.
• Follow the Absa induction programme / mandatory LMS trainings with diligence and verify understanding and / or expectations with Supervisors or Team Leader when in doubt.

Accountability

Risk Management

• Bring up proactively with the Supervisor of the Hub Team Leader any aspect of the operations that is felt to carry risks for own integrity or for the Bank.
• Ensure Bank policies are strictly adhered to.

Role/Person Specification

Preferred Education

• HSC (or equivalent) with 3 Main subjects (minimum pass level D); and
• CPD or Proficiency certificate in relevant field such as Commerce, Marketing, Tourism, Customer Service, Management, Banking, Finance ;or
• suitable alternative to certificate.

Preferred Experience:

• At least 1 year working experience in customer facing, service sector or contact centre environment.
• Must enjoy contact with Clients.
• Must show resilience when dealing with difficult customers.

Knowledge & Skills

• Excellent spoken and written English and French.
• Fluent in Mauritian creole.
• Proficiency in the use of digital applications, tools and social media.

Technical Competencies

• Leading customer service or sales teams
• Quality Assurance
• Process improvement and customer journey optimisation
• Project Management
• Proficient in the use of digital applications, tools and social media.

Behavioural Competencies

Leadership qualities.

Passionate about engaging with customers and delivering excellent customer experience

Resilient in the face of business challenges and fast-changing priorities.

Collaborative and co-creative approach in bringing innovation.

Focused on achieving business targets by growing people

Click here to apply

All the best with your applications.