Customer Service Excellence Lead

5 days ago


Johannesburg, Gauteng, South Africa Access Bank Plc Full time

As a key member of our customer experience team at Access Bank Plc, the Customer Experience and Recovery Specialist plays a pivotal role in ensuring an exceptional customer experience by addressing and resolving customer issues and concerns promptly and effectively.

The ideal candidate will have a strong understanding of customer service principles and practices, with a proven track record of delivering exceptional customer experiences. They will possess strong analytical and problem-solving skills to identify root causes of customer issues and implement effective solutions.

This role requires collaboration with cross-functional teams, including sales, product development, and operations, to address customer issues and improve overall service quality. The successful candidate will be able to adapt to changing customer needs and industry trends, staying informed about new service recovery techniques and technologies.

Key Responsibilities
  1. Initiate and lead service recovery efforts to resolve customer issues, ensuring a positive resolution and maintaining customer satisfaction.
  2. Monitor customer satisfaction trends and feedback, providing insights for remedial actions to the business.
Requirements
  • Bachelor's degree in Business, Customer Service, or a related field. Certification in Customer Service or related field is a plus.
  • Minimum of 3 years related experience in Total Quality Management; at least 5 years experience in a bank/financial institution.


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