Customer Experience Executive Job Vacancy at ABSA – June 2025
Working Hours: Full-time
Location: Zanzibar, Tanzania
Application Deadline: Not specified – Apply as soon as possible
ABSA is one of Africa’s most established financial institutions with over 100 years of rich history. As a proudly African group, ABSA offers local banking expertise combined with regional and international insights. This opportunity invites you to join a dynamic team focused on reshaping the future of banking.
Job Title: Customer Experience Executive
Department: Retail and Business Banking
Reporting To: Branch Operations Manager
Location: Zanzibar Main Branch
Job Type: Full-time
Job Summary
The Customer Experience Executive is responsible for delivering superior branch operations and customer service performance. This role includes managing customer relations, supporting sales initiatives, resolving complaints, and ensuring operational excellence. The role also plays a key part in ABSA’s TRANSFORM program and community engagement efforts.
Responsibilities
Sales – 20%
- Build and maintain strong relationships with existing customers
- Cross-sell suitable products face-to-face based on customer needs
- Support branch marketing, promotions, and campaigns
- Assist customers with forms and product introductions
- Manage customer complaints in the banking hall
- Support onboarding and account-related processes
- Deliver on individual financial targets
Business Management – 5%
- Track and report performance metrics
- Contribute to operational effectiveness of the branch
Customer Service – 60%
- Own resolution of escalated customer complaints
- Analyze monthly customer issues and create preventive action plans
- Ensure all customer service touchpoints are optimized
- Manage banking hall traffic flow and service delivery
- Coordinate with internal teams for quick resolutions
- Ensure service counters are always adequately staffed
Administration – 5%
- Perform systems administration tasks
- Provide feedback on third-party services such as couriers and cleaners
Team Contribution – 10%
- Provide backup for Branch Operations Team Leader
- Share knowledge and support team development
- Deputize as needed during staff absence
- Participate in performance reviews and training
Risk and Control
- Act as crisis coordinator during major incidents
- Ensure compliance with risk and control frameworks
- Stay up to date on regulatory changes
- Complete all mandatory training on time
Required Skills and Competencies
- Strong people management and leadership skills
- Excellent verbal communication and presentation skills
- Proven ability in resource planning and performance tracking
- Technical knowledge of systems like Brains and Winfos
- Proficiency in PC tools and Microsoft Office
- Passion for delivering outstanding customer service
Qualifications and Experience
- Graduate qualification or equivalent relevant experience
- Experience in banking operations and cash management
- Strong understanding of ABSA’s operational policies and risk controls
- Formal training in sales, team leadership, and resource management
Key Attributes
- Integrity, honesty, and accountability
- Ability to take initiative and drive performance
- Passion for customer service excellence
- Willingness to take responsibility for self-development
ABSA Values
ABSA’s values shape every action and decision made within the organization. These include:
- Trust
- Resourcefulness
- Stewardship
- Inclusiveness
- Courage
Education
Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies is required.
How to Apply
If you are passionate about enhancing customer experience and want to contribute to the future of banking, click the link below to apply:
For more job vacancies and opportunities, visit AJIRA ONE.