Advisor Client Care & Service Hub

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Job Summary

• The Hub Advisor works on a shift system covering a 24/7 scheduling, including weekend and public holiday. Each shift is of 9 hour duration, which includes 8 working hours, and 1 hour for break/lunch. An indicative schedule is as follows:

• Shift 1: 07:00 – 16:00
• Shift 2: 08:30 – 17:30
• Shift 3: 10:30 – 19:30
• Shift 4: 14:30 – 23:30
• Shift 5: 23:00 – 08:00

• Focus on the team’s priorities as directed by the Supervisor or Team Leader and ensure briefing notes and important internal communications are read and understood before start of day operations.

• Ensure accuracy and first time right on Operations.

• Strictly follow scripts, FAQs and SOPs to standardise the service delivery across the team of advisors.

• Refer regularly to the Hub’s repository of reference documents and Book of Knowledge to ensure consistency in approach.

• Execute the outbound calling programme as directed by the Hub Management Team, ensuring targeted sample sizes are achieved.

• Screen leads as per approved criteria for each segment.

• Log all queries, requests and service issues received at the Hub.

• Handle key poles of inbound and outbound activities related as directed by the Hub Management Team.

• Populate daily trackers and reporting sheets.

• Ensure full understanding and alignment with FAQs and SOPs.

• The Complaint Handling Standard and guidance notes must be strictly adhered to.

• Log all expressions of dissatisfaction on the appropriate case-logging tool.

• Ensure excellent understanding of the complaints and service metrics and their targets.

• Ensure the quality of service and the standards of customer engagement delivered to customers are according to the established QA framework.

• Ensure all interactions with customers are logged.

• Ensure commitments taken with customers are followed through.

• Proactively inform Supervisors of any lack of confidence on any aspect of the service delivery.

• Follow the Absa induction programme / mandatory LMS trainings with diligence and verify understanding and / or expectations with Supervisors or Team Leader when in doubt.

• Bring up proactively with the Supervisor of the Hub Team Leader any aspect of the operations that is felt to carry risks for own integrity or for the Bank.

• Ensure Bank policies are strictly adhered to.

• HSC (or equivalent) with 3 Main subjects (minimum pass level D)
• and
• CPD or Proficiency certificate in relevant field such as Commerce, Marketing, Tourism, Customer Service, Management, Banking, Finance, or
• suitable alternative to certificate.

A combination of the following experiences is preferred:

• At least 2 years of working experience in a customer-facing role, whether face-to-face or via online or phone channels involving live contact with customers.

• Shift-working experience in a Call Centre environment.

• Experience in serving customers in the banking or hospitality sector or any similar service sector.

The following soft skills are essential for this role:

• Must enjoy contact with customers.

• Must be able to maintain composure and show resilience when dealing with difficult customers.

• Excellent spoken and written English and French.

• Fluent in Mauritian creole.

• Fluent in Hindi or Urdu

• Proficiency in the use of digital applications, tools and social media.

Acquired competencies or proven involvement in a combination of the following fields is preferred:

• Team working

• Direct sales or Telesales

• Quality Assurance

• Process improvement and customer journey optimisation

• Project Management

Behavioural Competencies:

• Passionate about engaging with customers and delivering excellent customer experience

• Resilient in the face of business challenges and fast-changing priorities.

• Collaborative and co-creative approach in bringing solutions and innovation.

• Focused on achieving team and business targets.

• Leadership qualities.

Education