More Than a Consultant: Become an Absa Customer Experience Champion!

Empowering Africa’s tomorrow, together…one story at a time.

With a rich 100-year history and a strong position as a local bank with regional and international expertise, Absa is on an exciting growth journey. We believe the future of banking is built on exceptional service, and we’re looking for a passionate professional to join us as a Service Centre Consultant.

This isn’t your typical service role. You’ll be on the front lines, not just answering questions, but actively enhancing the customer experience to retain our valued clients and shape the future of our service delivery across the group.

The Role: Your Impact on Customer Excellence

Based in Johannesburg (Hybrid role), your core mission is to provide excellent, efficient, and professional handling of support queries and requests. You will be the voice and heartbeat of Absa for our customers, focusing on seamless service delivery and proactively driving continuous improvement.

Key Responsibilities: What You’ll Be Doing

This role requires a unique blend of operational excellence, customer empathy, and analytical thinking:

1. Operations Management & Continuous Improvement

• Front-Line Support: Efficiently answer inbound calls and respond to written queries, ensuring you meet daily operational workload requirements and agreed targets.
• Root Cause Analysis: Use customer measurement feedback (NPS scores) to identify, prioritize, and perform detailed analytics on pain points impacting customer experience.
• Driving Change: Don’t just report issues—you’ll participate in cross-functional working groups to identify and recommend innovative solutions and new processes that improve customer experience delivery.
• Digital Adoption: Manage the implementation of new systems and processes, even testing the improvements with customers to drive digital self-service adoption.

2. Maintaining Client Experience & Insight

• Seamless Service: Deliver a seamless customer service experience by leveraging unique and accurate customer insights to clarify requirements and exceed expectations.
• Customer-Centricity: Actively peruse and analyse client-centric trends and communicate them to management, ensuring the customer is always at the centre of our business, services, and solutions.
• Product Knowledge: Continuously ensure an up-to-date and complete understanding of all products, processes, technology platforms, and compliance requirements.

3. Compliance, Risk, and Personal Growth

• Compliance Guardian: Understand and mitigate risks relevant to the role, conducting all activities in full compliance with regulatory requirements and internal policies to prevent loss events.
• Financial Discipline: Adhere to specified policies and procedures, making productive use of time allocated to tasks to ensure efficient operations.
• Growth Mindset: Actively participate in your own personal development and performance management. You’ll be expected to foster a mindset of continuous learning and acquire new skills to provide world-class customer service.

What You’ll Need to Join Our Team

• Education: A Higher Certificate is required.
• Skills: A strong ability to multitask, prioritise, and work effectively in a fast-paced environment while maintaining an absolute focus on service quality and regulatory compliance.
• Mindset: A strong desire to proactively drive positive change based on data (NPS scores) and a commitment to displaying Absa values.

Ready to Make an Impact?

If you are driven by data, passionate about service excellence, and ready to be a true customer champion in a leading African financial services group, this is your opportunity.

This is a Full-time, Hybrid role based in Johannesburg.

Time is running out! The deadline to apply is September 30, 2025.

Absa Bank Limited is an equal opportunity, affirmative action employer. We strongly encourage suitable candidates from designated groups to apply, as we seek to achieve equitable demographic representation and diversity within the Bank.