Customer Experience Advisor

Responsibilities

• 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 best practice.
• Contribute to cost efficiencies through responsible utilisation of work‑related resources.
• Prevent complaints by proactively identifying customers that need additional check‑ins or who are about to leave the branch without assistance, and assist these customers with alternatives (e.g., book a ticket or direct to Digital Channels).
• Provide great customer service to external clients entering the branch to receive assistance with banking or financial needs.
• Contribute to teamwork and inclusivity within the own team.
• Identify and utilise opportunities to assess and improve own performance.
• Ensure operational excellence through the delivery of work ...