Call centre agent

Fnbnamibia; Johannesburg; Vor Ort; ZAR 580.000 - 625.000; Teilzeit

Zusammenfassung

Fnbnamibia in Johannesburg is seeking a part-time call centre agent to handle inbound and outbound customer interactions via phone, email, and live chat. The role requires following established procedures to resolve queries and deliver excellent service.

You will work to meet service level agreements, document outcomes, and escalate issues as needed while collaborating with teammates to maintain a high standard of customer care.

Qualifikationen

• Experience in handling inbound/outbound calls and queries.
• Ability to meet SLA targets and quality standards.
• Willingness to attend meetings and training.

Aufgaben

• Handle inbound and outbound customer interactions via calls, email, and live chat.
• Ensure customer satisfaction and meet business objectives.
• Follow SOPs and governance standards; escalate risks.
• Provide timely updates and documentation; support branch eBucks queries.
• Adhere to schedules and meet time/quality standards.
• Assist with eBucks Shop orders.
• Participate in innovation process and contribute ideas.

Kenntnisse

Customer service

Communication skills

Problem solving

Teamwork

Time management

Jobbeschreibung

## Call centre agentApply: Johannesburg: Part time: Posted Today: End Date: October 13, 2026 (5 days left to apply): R54294# **Job Description**To handle inbound and outbound customer interactions—calls, electronic communications, and queries—in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectives* Act responsibly with work related resources to contribute to cost containment.* Address customer needs in order to meet or exceed customer expectations.* Build and maintain stakeholder relationships.* Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.* Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.* Be flexible and adapt to changing circumstances.* Deliberately seek diverse opinions, build on ideas and do not duplicate effort.* Participate in the innovation process in the business and contribute toward new innovations against objectives.* Plan and complete activities within area of work to meet set time and quality standards.* Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.* Maintain documentation and share information with the team where applicable.* Execute own work in accordance with the organisational values and code of ethics.* 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.* Contribute to client service delivery culture through adherence to approved organisational service delivery principles.* 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.* Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.* Assess own performance through seeking timely and clear feedback and request training where appropriate.* Demonstrate teamwork as a valued team player.