Consultant Cust Service - JHB at Absa Group Limited (Absa)

Job Description

Customer Service Management :

• Providing specialist support to all internal contacts/users
• Analysing customer and competitor service trends
• Promoting the Group and strengthening customer relationships
• Preparing internal communications on policies, procedures, controls
• Coordinating customer relationship management for ecommerce merchants
• Resolution of customer queries of a technical nature

Team support :

• Maintain the merchant portfolio
• Provide a contact for card acquiring vendors and suppliers
• Adhere to Absa frameworks, policies and procedures applicable to my role, demonstrating sound judgement and responsible risk management, and when required highlight breaches and request dispensations & waivers on a timely basis.
• Report all risk events/incidents/issues immediately upon discovery and escalate significant events/incidents/issues using the defined process for my business area.
• Help to understand why risk events/incidents/issues happened and identify how to prevent them in future - focusing on fixing root causes and taking ownership of identified actions.
• Proactively identify ways to improve the control environment by considering what could go wrong in the processes I operate and how errors could be prevented.
• Focusing on fixing root causes and taking ownership of identified actions.
• Complete all mandatory training to deadline.
• Maintain the merchant portfolio.
• Provide a contact for card acquiring vendors and suppliers.

Accountability: Partner Profitability & Performance :

• Build and maintain a partner profitability framework to clearly manage and measure partner services against a price, margin and cost to service to ensure profitability of each initiative.
• Drive and effect appropriate pricing strategies based on an understanding of market trends, client behavior and partner growth.
• Actively drive efficiencies with internal and external service providers to improve service and associated cost to serve.
• Continuously review and identify potential revenue leakage points, drive and own the related remediation initiatives and control embedment.

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)