Customer experience and recovery specialist

📌 Core Information

🔹 Job Title: Customer Experience and Recovery Specialist

🔹 Company: Access Bank PLC

🔹 Location: Johannesburg, Gauteng, South Africa

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Not Specified

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Ensuring exceptional customer experiences.
• Addressing and resolving customer issues effectively.
• Identifying pain points and implementing service recovery measures.
• Collaborating with cross-functional teams for continuous improvement.

ASSUMPTION: The job involves thorough communication skills as implied by the need to interact with multiple departments and manage customer interactions across different channels.

📋 Key Responsibilities

✅ Initiate and lead service recovery efforts to resolve customer issues.

✅ Monitor customer satisfaction trends and provide insights for actions.

✅ Assess and manage customer interactions through various channels.

✅ Review and report on contact centre performance monthly.

✅ Conduct root cause analysis of customer complaints and feedback.

✅ Work with teams to improve processes and develop customer-centric strategies.

✅ Conduct digital platform testing for identifying and addressing issues.

✅ Regularly review and adapt the business plan to align with market conditions.

ASSUMPTION: It is assumed that the role requires a proactive individual comfortable with handling data and translating insights into action plans.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Customer Service, or related field. Certification in Customer Service is a plus.

Experience: Minimum of 3 years in Total Quality Management and at least 5 years in a Bank/Financial Institution.

Required Skills:

• Customer Service Expertise
• Problem-Solving Skills
• Empathy
• Collaboration
• Adaptability
• Conflict Resolution
• Technology Proficiency

Preferred Skills:

• Advanced proficiency in Excel, PowerPoint, Teams, and Microsoft Word.
• Experience with CRMs and communication tools.

ASSUMPTION: While specific technical tools are not listed, it is assumed that familiarity with standard industry platforms (CRMs, analytics software) is essential for success in this role.

💰 Compensation & Benefits

Salary Range: Not specified. Typically competitive for Banking industry in the region.

Benefits:

• Medical Aid
• Provident Fund
• Group Life Cover
• Income Disability Cover
• Funeral Cover
• Training & Development

Working Hours: 40 hours per week.

ASSUMPTION: Benefits are comprehensive and align with typical offerings in the banking industry, supporting both personal and professional development.

📌 Applicant Insights

🔍 Company Context

Industry: Banking - Access Bank is a leading bank in Africa operationally robust across multiple segments.

Company Size: Over 10,001 employees, providing ample resources and diverse opportunities for career progression.

Founded: 1989 - Crafted a pivotal role in evolving Africa's financial ecosystem.

Company Description:

• Integrated into global markets with over 600 branches.
• Diverse service offerings across Corporate, Retail, and Transactional services.
• Highly valuing sustainable practices and shareholder returns.

Company Specialties:

• Banking
• Financial Advisory
• Digital Banking
• Inclusive Banking
• Women Banking

Company Website: http://www.accessbankplc.com

ASSUMPTION: The company’s broad scope suggests a dynamic and diverse working environment with opportunities for those interested in both traditional and innovative banking solutions.

📊 Role Analysis

Career Level: Mid to Senior level, requires substantial industry experience.

Reporting Structure: Directly reports to the Senior Manager of Customer Experience.

Work Arrangement: On-site, implying a hands-on approach to client interaction and team collaboration.

Growth Opportunities:

• Advancement to senior management positions.
• Broaden expertise in Total Quality Management.
• Opportunities for cross-departmental initiatives.

ASSUMPTION: Assumed potential for career advancement within the institution, advocated by its large scale and growth orientation.

🌍 Location & Work Environment

Office Type: Likely a corporate office setting.

Office Location(s): Johannesburg, major financial hub.

Geographic Context:

• Located in South Africa's largest city and economic powerhouse.
• Access to vibrant city life and infrastructure.
• A central location for regional and international business engagement.

Work Schedule: Standard business hours, potential need for flexibility due to customer service nature.

ASSUMPTION: Given its physical location, access to significant networks and industries would be beneficial for employees.

💼 Interview & Application Insights

Typical Process:

• Initial application screening.
• Phone or virtual interview with HR.
• Technical interview with the hiring manager.

Key Assessment Areas:

• Problem-solving and analytical skills.
• Customer service orientation.
• Communication and interpersonal effectiveness.

Application Tips:

• Highlight relevant TQM and banking experience.
• Showcase examples of successful customer recovery initiatives.
• Demonstrate familiarity with customer service technology.

ATS Keywords: Customer Experience, Service Recovery, Total Quality Management, Conflict Resolution

ASSUMPTION: The emphasis on problem-solving and communication suggests a robust assessment on practical skills during interviews.

🛠️ Tools & Technologies

• CRM platforms
• Communication tools such as Teams
• Microsoft Office Suite (Excel, PowerPoint, Word)

ASSUMPTION: Market-standard tools would be extensively used to streamline customer relationship management and interactions.

👔 Cultural Fit Considerations

Company Values:

• Customer-centeredness
• Innovation and sustainability
• Diversity and inclusion

Work Style:

• Collaborative and team-oriented
• Fast-paced with a focus on results
• Adaptive to change and proactive

Self-Assessment Questions:

• How do you handle challenging customer scenarios?
• Can you demonstrate prior experience in customer service recovery?
• Are you comfortable working in a dynamic and fast-paced environment?

ASSUMPTION: A strong customer focus is embedded within the company culture, which would be reflected in the role.

⚠️ Potential Challenges

• High volume of customer interactions
• Fast-paced work environment could demand long hours
• Balancing multiple projects simultaneously
• Managing and defusing escalated customer issues

ASSUMPTION: Challenges may often revolve around high-demand situations requiring quick resolutions.

📈 Similar Roles Comparison

• Customer Service Manager at smaller financial firms
• Client Relations Specialist in Fintech
• Service Quality Analyst in corporate settings

ASSUMPTION: Similar roles typically emphasize problem-solving within customer engagement realms.

📝 Sample Projects

• Designing and implementing a feedback collection system
• Leading a cross-departmental initiative to enhance customer satisfaction
• Developing a process improvement strategy for the call center

ASSUMPTION: Sample projects align with strategic goals of customer satisfaction and process optimization.

❓ Key Questions to Ask During Interview

• What are the primary metrics used to measure success in this role?
• Can you describe the typical career path for someone in this position?
• What is the team structure, and how often do teams collaborate on projects?
• How does Access Bank support professional development and continuous learning?
• What are the expected challenges during the first six months in this position?

ASSUMPTION: Questions should help clarify role expectations and growth opportunities within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant experience in TQM and customer interactions.
• Prepare examples of past successful service recovery initiatives for interviews.
• Research the company thoroughly to align your application with its values and mission.
• Follow up with the recruitment team post-interview for feedback.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.