Call Centre Agent

About this role

FNB, part of FirstRand, is looking for a Call Centre Agent for its Commercial National Sales and Service team in Randburg. The role is about solving customer problems and keeping service standards high every day.

What you’ll do

• Answer customer queries that come in by phone, email and live chat, and see each one through to a full resolution.
• Follow up with customers and other internal teams so that open queries get closed.
• Make outbound calls to customers who need to send outstanding documents or who have incomplete queries.
• Handle complaints by taking ownership of the problem and offering a sensible solution.
• Meet service level agreements (SLAs) and plan your work to keep service improving.
• Follow governance and compliance rules, and flag any risks or problems for investigation.
• Work well with your team and help build a culture of good service.

What you need

• Matric/Grade 12.
• NQF 5 qualification.
• At least 1 year of experience in call centre or customer service work in the financial services industry.
• Strong communication skills.
• Analytical thinking and attention to detail.

Is this job for you?

This job suits someone who enjoys helping people and can stay calm when a customer is unhappy. You should be organised, keep good records and be happy to work to a set schedule. If you already have some banking or financial services customer service experience, this role is a good fit.

Tips before you apply

• Have your matric certificate or NQF 5 proof ready to upload with your CV.
• Describe your financial services call centre or customer service work in clear detail, including the type of queries you handled and the systems you used.
• Show examples of how you resolved a complaint or met a service target, using numbers where you can.