Call Centre Agent at FirstRand Bank

purpose

To action eBucks related incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

responsibilities

• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
• Demonstrate teamwork as a valued team player
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Contribute to innovation by finding faster and more accurate ways of working

• Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation
• Build and maintain stakeholder relationships
• Address customer needs in order to meet or exceed customer expectations
• Act responsibly with work related resources to contribute to cost containment
• Resolve customer queries received through inbound calls
• Answer inbound calls in the eBucks call centre to provide product and service information to customers

experience and qualifications

• Minimum Qualification - Grade 12
• Preferred Qualification - Relevant Diploma
• Experience - 1-3 years Call Centre Agent Experience
• Person must not be an unrehabilitated insolvent

additional requirements

• Cheque or credit card product knowledge
• Any other FNB product knowledge will be advantageous
• A business related NQF 5 qualification is required
• Preference will be given to candidates who have an IT qualification or in the process of studying towards one (If the IT qualification is incomplete then a business related NQF 5 qualification is still required)