Client Care & Service Hub Advisor

About the role

The Client Care & Service Hub Advisor is responsible for handling inbound and outbound customer interactions for Retail, Business Banking, CIB and Wealth segments. Working in a 24/7 call‑center environment, the advisor ensures high‑quality service delivery according to defined scripts, FAQs and SOPs.

Key responsibilities

• Manage daily operations across rotating 9‑hour shifts, including weekends and public holidays.
• Execute outbound calling programmes, meet targeted sample sizes and screen leads per approved criteria.
• Log all queries, requests and service issues in the Hub’s case‑logging tool.
• Handle complaints in strict accordance with the Complaint Handling Standard, logging expressions of dissatisfaction and tracking metrics.
• Populate daily trackers, reporting sheets and ensure accurate, first‑time‑right processing of transactions.
• Refer to the Hub’s repository of reference documents and Book of Knowledge to maintain consistency.

Required profile

• Willingness to work a rotating shift schedule covering 24/7 operations.
• Strong attention to detail and ability to follow scripts, FAQs and SOPs precisely.
• Excellent communication skills for both inbound and outbound customer interactions.
• Ability to log information accurately and meet service quality targets.

Required skills

What we offer

• Opportunity to be part of a leading African bank with a century‑long heritage.
• Access to career development tools and support through the Absa Career Development Portal.
• Dynamic work environment with clear pathways for growth within the organization.