Customer Experience Specialist

4 weeks ago


South Beach, KwaZulu-Natal, South Africa FirstRand Bank Limited Full time

About the Role

We are seeking a skilled Customer Experience Specialist to join our team at FirstRand Bank Limited. As a key member of our customer-facing team, you will play a critical role in delivering exceptional customer experiences that meet and exceed our customers' expectations.

Key Responsibilities

  • Connect with customers in a way that is empathetic and understanding, providing helpful solutions and products based on their needs.
  • Converse with customers in a clear and concise manner, ensuring that they fully understand the solutions and products offered.
  • Adhere to the TCF (Treating Customers Fairly) principles in all interactions with customers.
  • Identify and sell/cross-sell products aligned to customer needs, maximizing channel optimization opportunities.
  • Ensure activities support cost containment and reduction, while optimizing every customer interaction to migrate or convert customers to eChannels and digital channels.
  • Fulfill transactions above the benchmark set, providing an exceptional customer experience.
  • Demonstrate behavior in support of the organizational values, taking accountability for own performance and personal development.
  • Improve knowledge and competencies by completing training specific to the role, as per eCareers.
  • Contribute to the overall effectiveness and success of the team, maintaining an ability to adapt to ever-changing business and customer needs.

What We Offer

As a Customer Experience Specialist at FirstRand Bank Limited, you will have the opportunity to work in a dynamic and supportive environment, with a focus on delivering exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for career growth and development.

How to Apply

Applications will be accepted until the closing date indicated below. Please submit your application ahead of time to ensure consideration.



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