Customer Experience Advisor | FNB South Africa
Job Location : Western Cape, Cape Town
Deadline : April 01, 2026
About the Role
The Customer Experience Advisor drives brand growth by managing high-RPM service data and optimizing the digital banking journey for clients. Utilizing ServiceNow for incident tracking and Salesforce for client engagement, the advisor ensures 100% compliance with service level standards. Their role is pivotal for mitigating operational risk in client relations and leveraging data-driven insights to drive institutional service innovation.
Job Description
- To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practice
- Contribute to cost efficiencies through responsible utilisation of work related resources
- Prevent complaints by proactively identifying customers that need additional check ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels)
- Provide great customer service to external clients entering the branch to get assistance with banking or financial needs
- Contribute to teamwork and inclusivity within own team
- Identify and utilise opportunities to assess and improve own performance
- Ensure operational excellence through the delivery of work processes according to defined quality standards
- Optimise work through the application of learning experiences
- Build and maintain stakeholder relationships
- Deliver customer service through adherence to quality service standards
End Date: December 30, 2025
Career Growth & Education
A degree in Communications, Marketing, or Business Management is required for this career path. Professionals can advance to Customer Experience Manager or Brand Strategy Lead roles by mastering consumer behavior analytics and digital service design. Pursuing specialized bootcamps in UX design and obtaining certifications in customer journey mapping provides a pathway to senior roles in global tech-driven firms.
Salary & Financial Insight
Estimated monthly salaries range from R18,000 to R32,000, reflecting the growth potential in the customer experience sector. Young professionals should focus on early financial literacy and starting a consistent savings habit in diversified unit trusts to build a solid foundation.
Interested and Qualified candidates should Click here to Apply Now
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