Customer Experience Advisor

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Customer SuccessCustomer Experience

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Quick Summary

Overview

Job Description To provide excellent customer experience by welcoming customers, understanding their requirements,

Technical Tools

Customer SuccessCustomer Experience

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practice

- Welcome and engage customers entering the branch in a professional and friendly manner
- Understand customer requirements quickly and accurately to determine the correct support channel
- Actively manage the customer waiting experience within the branch environment
- Direct customers to appropriate eChannels and SelfService options to meet their needs
- Prevent complaints by proactively identifying customers requiring additional support
- Intervene when customers are at risk of leaving the branch without being assisted
- Offer alternative solutions such as booking tickets or guiding customers to digital channels
- Provide exceptional customer service to external clients seeking banking or financial assistance
- Build and maintain positive stakeholder relationships within the branch environment
- Deliver customer service in line with quality service standards and customer experience best practices
- Ensure operational excellence through consistent delivery of work processes according to defined standards
- Contribute to cost efficiencies through responsible use of work-related resources
- Optimise own work through the application of learning and continuous improvement
Teamwork, Growth & Continuous Improvement
- Contribute positively to teamwork, inclusivity, and collaboration within the branch team
- Identify opportunities to assess, improve, and develop personal performance
- Actively seek feedback and apply learning experiences to improve service delivery
- Demonstrate adaptability and a willingness to learn as customer and business needs evolve
- undefined

Requirements

~1 min read

RequirementMinimum Qualification: Grade 12/ NQF Level 4
Preferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields
1–3 years of experience in client experience and value management in a customer facing service environment like banking, or a related field

- Strong understanding of customer experience principles and service excellence
- Comfort guiding customers to digital and self-service platforms
- Excellent communication and interpersonal skills

- Continuous learning and development aligned to customer experience excellence
- Exposure to digital banking platforms and service innovation
- A supportive, inclusive team culture focused on service quality

- Customer centric with a warm, approachable manner
- Proactive and attentive to customer needs
- Confident interacting with diverse customers
- Patient, empathetic, and solutions driven
- Detail oriented with a strong focus on service standards
- A collaborative team player
- Committed to continuous learning and self-improvement

09/11/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.