Service Centre Consultant

About the role

The Service Centre Consultant will enhance the customer experience for a leading African bank by delivering prompt, professional support across multiple channels. You will act as a key point of contact, ensuring queries are resolved efficiently while contributing to the bank’s goal of retaining and delighting its customers.

Key responsibilities

• Answer inbound calls and respond to written queries in a timely manner.
• Analyse NPS scores and other feedback to identify breakdown points and root‑cause issues.
• Recommend and implement innovative solutions to improve service quality and product knowledge.
• Participate in cross‑functional working groups to design customer‑experience enhancements.
• Record and report transactional activities, providing accurate data for performance monitoring.
• Meet daily operational workload targets and manage the rollout of new processes and digital self‑service tools.
• Test improvements with customers to drive adoption of digital channels.
• Maintain up‑to‑date knowledge of banking products, compliance, risk, and technology platforms.
• Adhere to finance policies and procedures to prevent loss events.
• Engage in personal development, coaching, and performance management activities.

Required profile

• Strong customer‑centric mindset with a focus on delivering seamless service.
• Analytical ability to interpret feedback data and identify improvement opportunities.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in cross‑functional teams.
• Attention to detail and commitment to following standard operating procedures.
• Willingness to continuously learn and adapt to new processes and technologies.

Required skills