Job Title: Senior Complainants Handling Specialist (Customer Service Jobs)
Organisation: Absa Group Limited (formerly Barclays Bank UK)
Duty Station: Kampala, Uganda
About US:
Absa Group Limited (formerly Barclays Bank UK) is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Job Summary: The Senior Complainants Handling Specialist will provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention and identified growth targets.
Key Duties and Responsibilities:
- Receipt of complaints: Receive clients query/complaint against via email, telephone, Actionline or any other complaints logging channels. Advise accordingly and appropriately.
- Capturing and assigning complaints: Log the query/complaint on the Complaints Management System, according to acceptable standards, and load all appropriate customer information received via fax, email and/or verbally.
- Facilitation of Complaints process: Draw reports from complaints management system and manage exception reports on a daily and filter relevant information, address outstanding and/or unresolved information.
- Compile reports: Compile reports on all complaints received and on customer satisfaction. Plan and manage timelines to ensure that complaints logged are attended to within the agreed process and SLA requirements
Qualifications, Skills and Experience:
- The applicant for the ABSA Bank Senior Complainants Handling Specialist job must hold relevant qualifications
- Higher Diplomas: Business, Commerce and Management Studies (Required)
How to Apply:
All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.
Deadline: 8th October 2022
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