Call centre agent

FirstRand Life Assurance Ltd; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Life Assurance Ltd in Johannesburg seeks a customer service representative to handle inbound and outbound calls, emails and live chat, ensuring timely resolution and satisfaction. You will follow established procedures, maintain documentation and build strong stakeholder relationships.

You will contribute to a culture of service excellence, participate in continuous improvement, and respond to queries to meet service level agreements.

Qualifications

• Experience in customer service environments.
• Ability to follow SOPs and meet SLA targets.
• Proactive in seeking feedback and training.

Responsibilities

• Handle inbound/outbound customer interactions via calls, email, and live chat.
• Address customer needs and resolve queries to ensure full resolution.
• Document interactions and maintain up-to-date records.
• Escalate issues as required and maintain service level agreements.
• Build and sustain stakeholder relationships.

Skills

Inbound & outbound calls

Customer service mindset

Communication skills

Problem solving

Teamwork

Job description

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 escalat? Identify and escalat? 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.

Important Closing Date Note

13/10/26

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.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.