Client Care & Service Hub Advisor

About the role

The Client Care & Service Hub Advisor supports Absa's retail, business, corporate and wealth customers through inbound and outbound interactions. Working in a 24/7 hub, the advisor ensures high‑quality service delivery across a dynamic catalogue of customer needs.

Key responsibilities

• Handle daily inbound and outbound calls according to shift schedules, covering weekends and public holidays.
• Follow scripts, FAQs and SOPs to guarantee consistent, first‑time‑right resolutions.
• Execute outbound calling programmes, screen leads, and achieve targeted sample sizes.
• Log all queries, requests, complaints and service issues in the designated case‑logging tool.
• Populate daily trackers, reporting sheets and maintain the Hub’s knowledge repository.
• Adhere to complaint handling standards and meet service‑quality metrics.

Required profile

• Strong attention to detail and commitment to accuracy.
• Ability to work rotating shifts and manage a 9‑hour workday including breaks.
• Excellent communication skills and a customer‑focused mindset.
• Willingness to follow documented procedures and continuously improve service quality.

Required skills

What we offer

• Opportunity to work within a leading African bank with regional and international expertise.
• Access to career development tools and support through Absa’s career portal.
• Dynamic work environment with clear pathways for growth.