Customer Service Jobs at Ison Xperiences and Absa

Deadline of this Job: 
26 September 2022
iSON Xperiences is the largest 3rd Party BPO service provider in Africa with a presence in 14 countries in Africa with client base across various verticals which include telecommunication; internet and television sectors.
iSON BPO commenced operations in Zambia in 2015 and now seeks to recruit a suitable and qualified candidate for the position of Call Centre Agent.
REPORTS TO: Team Leader
Position Summary: The Call Centre Agent is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.
The primary focus of a Call Centre Agent is to assist; retain; acquire and/or recover customers.

Duties & Responsibility
1. Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
2. Ensures consistently imparting the correct product and services information during each call.
3. Obtains; imparts; clarifies and verifies information to and/ or from customers to ensure delivery of exceptional customer service
4. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
5. Ensure that the quality of each call is in compliance with predefined quality parameters.
6. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
7. Ensure strict adherence to established attendance schedules.
8. Ensures daily performance targets are met.

i. Must have completed 12 years of schooling.
ii. Diploma or Certificate in insurance with an added advantage in Sales and Marketing.
iii. Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
iv. Good typing speed and computer skills, particularly with regard to Microsoft office applications
v. Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
Note: Only those who meet the requirements will be contacted for interviews.

Deadline of this Job: 30 September 2022
Prestige Customer Service Advisor

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 Summary
To process bank teller transactions accurately and timeously through the execution of predefined objectives, ensuring that customers are assisted promptly and in a friendly manner.. Selecting this role has a compensation & benefit impact in Kenya, TZ (NBC), Mozambique. Please contact Reward for details.

Key Accountabilities
Cash and related transactions
• Dispense and receive physical cash, cheques,, drafts and other financial instruments over the counter to walk-in Prestige or Premier banking customers.
• Process foreign local currency cheques and other bureau de change transactions including buying or selling of notes, foreign drafts, money orders etc.
• Before processing each transaction, verify that all the required information for the transaction is accurate and complete in accordance with the banks procedures (for example when cashing a cheque, verify the date, bank name, customer’s ID and validity of the cheque, check amount number and amount in words agree, that customer has sufficient funds etc.). Refer any concerns to the Branch Manager for follow-up and decision-making on whether to proceed.
• Refer any transactions in excess of teller limits to the next level for authorisation.
• Capture all transactions on the bank’s system and ensure that all transactions are properly authorised before processing.
• Carefully counts all cash received or dispensed to ensure that errors are avoided. Absa has a zero tolerance policy for teller errors and appropriate action will be taken, which may include formal disciplinary procedures.
• Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.

Issuing physical account items 30%
• Help customer’s complete Debit card application or replacement card request forms.
• Complete Debit/Credit Card order schedules and forward to Retail Support for checking and submission to card centre.
• Issue Debit cards, cheque books, credit cards, pin numbers etc. to customers following the bank’s procedures.
• Follow-up with card centre for any cards that have not been issued within the agreed turn-around times.
• Issue statements and balances to customers using the bank’s frontline system.
• Update account demographics such as address changes, name changes.
• Update standing order instructions based on information supplied by customers.
• File schedules and all customer instructions.

Customer service
• Provide advice to customers on the cash process to ensure the smooth flow of transactions.
• When directly receiving customer enquiries, attempt to resolve the enquiry at the first point of contact by using the bank’s systems. Only escalate to the Branch Manager when all other efforts have been exhausted to resolve the customer’s request.
• Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transaction) as well as services to customers.
• Inform customers of the value of giving Feedback, including explaining to customers how the bank uses their feedback to improve service.
• Log all queries (including verbal, written, telephone-mail etc) on the bank’s query BOC system
• Resolve queries – escalate where unable to resolve to Retail Support.
• Follow-up with operations when there are any outstanding requests for customer statements or other items.

Sales leads 5%
• Identify sales leads through reviewing income levels on customer statements, questioning customers when they mention specific needs, and referring any new leads to Customer Advisors
• When specific sales campaigns are running in the branch, explain the campaign details in brief to customers, and direct them to the Customer Advisors for further information
• Support Personal bankers by calling and following up on leads referred to the branch by CLM team on optimus.

Rigour 5%
• Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
• Open and close tills together with a second controller (usually the Branch Manager), including physically securing the till according to requirement set out (e.g. physically chaining the till).
• Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
• Conduct snap checks as assigned by the Branch Manager from time to time.
• Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.

Risk and Control
Reconcile all physical stock including ATM cards, cheque books, credit cards e.t.c in line with bank’s operating procedures

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
Role / Person Specification

Technical skills / Competencies

• Excellent numeric skills including meticulous attention to detail
• Excellent communication skills especially verbal
• Listening and questioning skills
• Good keyboard skills, especially on the numerical side.

• High level of working knowledge of all the
• Bank’s retail products, procedures and policies
• Some knowledge of competitive products and Processes
• High school diploma with Math and English passed at a higher grade
• 1-2 years experience in a banking hall environment either as cashier or inquiries
• Relevant diploma and degree
• Some experience in dealing with large amounts of cash in a retail environment
The Absa values provide a framework for how we in Absa work together and how we serve our customers and the communities we are in
• We drive high performance to achieve sustainable results
• We are obsessed with the customer
• Our people are our strength
• We have an African heartbeat

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