Call Centre Agent

Firstrand Bank India; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

FirstRand Bank India is seeking a customer service professional to handle inbound and outbound interactions across calls, emails and live chat. You will work to resolve issues in line with standard operating procedures, ensuring high customer satisfaction and adherence to service levels.

The role emphasizes accurate documentation, compliance with governance standards, and collaboration with branch and support teams to deliver exceptional service and timely responses.

Qualifications

• Handle inbound and outbound customer interactions via calls, emails and live chat.
• Meet or exceed customer expectations in line with SOPs.

Responsibilities

• Respond to customer queries logged via phone, email and live chat to ensure resolution.
• Place outbound calls to request outstanding documentation or follow up on incomplete queries.
• Maintain documentation and share information with the team.
• Adhere to governance, compliance standards and escalate issues for resolution.

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 problems for investigation and resolution.
• Identify and escalat 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.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

11/09/26

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.