Officer: Merchant Customer Service

5 months ago

Pretoria, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- 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 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. Please contact Reward for details.

**Job Description**:
Providing customer service and support: Answer inbound calls and respond to written queries timeously. Managing all queries through to resolution ensuring that first call resolution is adhered to at all times. Resolve all complaints within agreed service level timeframes | Strict adherence to risk and compliance: Authenticate existing and third party customers and meet security measures, also in accordance to the National Credit Act. Strictly adhere to all risk and governance policies and procedures | Self-development: Owning and being proactive about own training and development.

Key Accountabilities

Accountability: Problem resolution-
- Enquiries that cannot be resolved at first point of contact need to be logged on the Service Desk system, where it will be allocated to the relevant stake holders for resolution for resolution.- Escalate identified system problems which are causing influx of additional calls.- Provide ongoing feedback to Management regarding trends identified relating to system challenges.- Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required
- Attend to all financial query telephonic enquiries received from Absa Relationship banking Acquiring and Issuing customers nationwide at first point of contact.
- Enquiries that cannot be resolved at first point of contact need to be logged on the Customer1 system, where it will be allocated to the relevant stake holders for resolution for resolution.
- Escalate identified system problems which are causing influx of additional calls.
- Provide ongoing feedback to Management regarding trends identified relating to system challenges

Accountability: Customer Satisfaction

Provide a first class service to the Absa Relationship Banking Acquiring and Issuing customers that will meet and exceed their expectations from a service delivery point of view.- To contact merchants within 24 hours after receiving requests regarding rate reductions, cancellations, recapturing, change requests refunds, and ad-hoc requests in order to adhere to laid out processes and procedures.- Action the FICA Listings by drawing the merchant file, and ensuring that the correct documents are on file, and that the relevant documents have been forwarded to the FICA center to ensure compliance.- Inform merchants of fee increases/decreases in writing by the third working day after receiving instruction from management.- To deliver effective back office customer support.- Execute all requests for admin and system changes correctly within 24 hours after all relevant documentation and information have been received. These include changes to all of the following: debit card fee, credit card fees, terminal rental, terminal cancellations, merchant cancellations, trade names, registered names, account details,- merchant category codes, minimum discount fees, association codes, merchant contact details, merchant address details, recapturing, implementation stats and refunds.- Address customer complaints by resolving Action line queries on the day of receipt.- To provide service excellence and achieve customer satisfaction.- Achieve contracted service level agreements: By being available to merchants in order to serve as informational support.- Develop and maintain customer relationships with customers by always acting in a professional manner to ensure a positive image for Absa Relationship Banking Acquiring and Issuing customers at all times, and adhere to required service standards to achieve quality assurance targets.- Effectively manage and maintain the customer relationship in line with the business quality standards.- Demonstrate compliance with all set out standards that meet the Group Communication guidelines. This will ensure that value is extracted with every contact, thereby enabling winning conversations.

Discuss the learning path and other opportunities for improvement with the Team Leader to ensure that all training required is completed to increase knowledge and decrease unresolved enquiries that was received.

Accountability: System Management- Monitor logged enquiries on the Service Now system to ensure that all enquiries are attended to until logic conclusion and

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