Call centre agent

FirstRand Limited; Johannesburg; On-site; ZAR 603,000 - 614,000; Part time

Job summary

FirstRand Limited in Johannesburg is seeking a part-time call centre agent to handle inbound and outbound customer interactions across calls, emails, and live chat, in line with standard operating procedures to ensure satisfaction and business objectives.

You will deliver responsive service, maintain documentation, and escalate issues when needed to contribute to cost-efficient, high-quality support. The role supports SLA commitments and team collaboration.

Qualifications

• Handle inbound and outbound customer interactions via calls, emails and live chat following SOPs.
• Ensure customer satisfaction and achievement of business objectives.
• Maintain documentation and escalate issues as required.
• Contribute to service excellence and adherence to governance and compliance.

Responsibilities

• Respond to customer queries logged via phone, email and live chat to ensure resolution.
• Place follow-up calls to obtain outstanding information and ensure complete resolution.
• Attend meetings and share information with the team to improve service quality.
• Support branches with eBucks queries and advise customers on Shop orders where applicable.

Job description

## 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.