Job Description
To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.
Hello Future Call Centre Agent
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our team in FNB Commercial National Sales and Service, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can:
- Address customer needs in order to meet or exceed customer expectations.
- Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
- Adhere to schedules to perform assigned work.
- Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
- Identify and escalate risk as normal part of work.
- Resolve customer dissatisfaction/complaints by taking ownership of the problem.
- Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
- Plan and schedule activities to improve service.
- Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
- Follow up with customers to ensure resolution of query by other stakeholders where relevant.
- Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
- Demonstrate teamwork as a valued team player.
You will be an ideal candidate if you:
- Have a minimum of a Matric/Grade 12.
- Have an NQF 5 qualification that is FAIS accredited (non-negotiable).
- Have a minimum of 1 year experience in Call Centre / Customer Service within the Financial Services industry.
You will have access to:
- An innovative work environment.
- Opportunities for personal and professional growth.
- Collaborative teams.
We can be a match if you are:
- Analytical.
- Attention to detail.
- Strong communicator.
Apply now if you are interested in taking the next step. We look forward to engaging with you!
Job Details
Application Closing Date: 10/10/24
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.
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