Retention Official

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

To deliver effective, efficient and compliant outbound telephone-based customer sales and servicing, working collaboratively with the Product team, Absa at Work and Branch colleagues, in order to maximise customer satisfaction and overall Outbound and all telesales performance.

Duty of communicating with customers and potential customers through telephone to develop an effective sales and revenue pipeline. The main aim is to cross sell and up sell various consumer products to clients depending upon the business needs.

It is also to build strong relationships with the clients to exceed the targets by developing a telesales strategy.

Job Description

Key Accountabilities

Business Direction 50%

Outputs:

• Drive and deliver Involved new to bank customers.

• Deliver engaged existing customers by:

• Tele-Selling a range of consumer assets & liabilities products to customers, in accordance with set procedures, to meet individual customer needs and achieve allocated goals.

• Addressing customer sales and product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service.

• Identifying complex and non-standard customer requirements, and other sales opportunities, and referring them to more experienced colleagues or the most appropriate Specialist colleague to ensure achievement of Outbound and overall Contact Centre goals.

• Managing, and where appropriate escalating, customer queries, complaints, and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, Barclays’ policy, and best practice.

• Working with team leader and other colleagues to enable the delivery of consistently high standards of ‘seamless’ customer service across all relevant customer propositions.

• Proactively developing the necessary knowledge and skills needed to achieve successful delivery and provide accurate and current advice and appropriate support to customers and colleagues.

Business Management 40%

Outputs KPI’s: