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Job Summary

The Client Care and Service Hub Advisor has an overall responsibility on the following aspects of the operations of the
Hub:
 The role is in place to ensure overall day-to-day conduct of targeted inbound and outbound interactions
with Retail, Business Banking, CIB and Wealth customers taking place through the Hub that has been put
in place to serve these customers over a well-defined but dynamic service catalogue. The Hub Advisor
reports into and supports the Client Care and Service Hub Supervisor / Team Leader in upscaling the Hub

Job Description

Conduct of Daily Operations

• 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.

Handling of Complaints

• 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.

Quality Service Delivery

• 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.

Be Trained & Coached

• 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.

Risk Management

• 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.

Role/Person Specification

Preferred Education:

• 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.

Preferred Experience:

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.

Knowledge & Skills:

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.

Other required knowledge & skills:

• 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.

Technical Competencies:

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

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)