Job Details

📌 Job Title: Customer Complaints Officer
🏢 Company: Absa Bank Limited
📍 Location: Johannesburg, Gauteng, South Africa
💼 Employment Type: Full-Time
🏠 Work Type: Hybrid
🔖 Job Requisition ID: R-15986263
📅 Closing Date: 29 April 2026
🏦 Industry: Banking and Financial Services

Company Overview

Absa Bank Limited is one of Africa’s leading financial institutions, with over 100 years of history and a strong presence across the continent. The bank combines local expertise with international reach, offering a wide range of financial services to individuals, businesses, and corporations.

Absa is committed to driving Africa’s growth and transformation by empowering its people, delivering innovative solutions, and fostering an inclusive and diverse work environment.

Job Overview

Absa is seeking a Customer Complaints Officer to support the effective resolution of customer complaints while ensuring compliance with internal procedures and regulatory standards. The role focuses on managing customer queries, logging and tracking complaints, and ensuring timely resolution in line with service level agreements (SLAs).

This position is ideal for individuals with strong customer service skills, attention to detail, and the ability to manage sensitive client interactions within a structured banking environment.

Key Responsibilities

Receive and manage customer complaints through various channels including email, telephone, and internal systems.
Accurately capture and log complaints on the Complaints Management System.
Assign and track complaints to ensure timely resolution in line with SLAs.
Maintain and update customer information and supporting documentation.
Monitor and manage exception reports and follow up on unresolved complaints.
Generate and compile reports on complaints and customer satisfaction trends.
Ensure compliance with standard operating procedures (SOPs) and regulatory requirements.
Communicate effectively with customers and internal stakeholders to resolve issues.
Identify risks and escalate complex complaints where necessary.

Qualifications

Education

Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies (Required).

Experience

Previous experience in customer service, complaints handling, or banking support roles is advantageous.
Experience working with complaint management systems or CRM tools is beneficial.

Skills

Strong communication and interpersonal skills.
Excellent problem-solving and conflict resolution ability.
Attention to detail and accuracy in capturing information.
Ability to manage multiple tasks and meet deadlines.
Good organisational and time management skills.
Proficiency in computer systems and data management.
Ability to work in a structured, process-driven environment.

CV Tips

Start your CV with a summary highlighting your customer service or complaints handling experience.
Clearly mention any experience in banking, financial services, or call centre environments.
Include examples of how you resolved customer complaints or improved customer satisfaction.
Highlight your experience with systems such as CRM or complaint management tools.
Emphasise your communication, problem-solving, and organisational skills.
Keep your CV concise, professional, and tailored to customer service roles.

Benefits of Joining the Company

Opportunity to work with a leading African financial institution.
Exposure to banking operations and customer service excellence.
Hybrid working environment for better work-life balance.
Career growth and development opportunities within Absa.
Inclusive and diverse workplace culture.
Competitive remuneration and employee benefits.

Company Policy

Absa Bank Limited is an equal opportunity and affirmative action employer. In line with the Employment Equity Act, preference may be given to candidates from designated groups to support workforce diversity.

The bank reserves the right not to make an appointment for this position. All applications will be handled in accordance with relevant labour laws and internal recruitment policies.