Job Description
Responsible for coordinating with cross-functional teams to resolve customer complaints, monitoring service performance, and fostering a culture of continuous improvement.
- Coordinate with teams to resolve customer complaints and ensure timely solutions.
- Champion service excellence initiatives and support change management efforts.
- Track, audit, and analyze service KPIs to measure performance.
- Prepare reports and dashboards for the Service Manager and leadership team.
- Identify trends, risks, and opportunities for service improvement.
- Evaluate and enhance service processes to boost efficiency and customer satisfaction.
- Engage stakeholders and gather feedback to inform service strategies.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Customer Service Management, or related field, is required.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Proficiency in data analysis tools (Excel, Power BI, or similar).
- Experience in service management, customer experience, or process improvement.
- Ability to manage multiple priorities and deliver results under pressure.
#Post
#FNBBotswana
#LI-RN1
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
17/03/26
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.