Call Centre Agent

FirstRand Bank; Johannesburg; In loco; ZAR 300.000 - 420.000; Tempo pieno

Descrizione del lavoro

FirstRand Bank Limited in Johannesburg is seeking a customer service representative to handle inbound and outbound customer interactions via calls, email and live chat. You will address queries, resolve issues, and contribute to service excellence within set SLAs.

The role focuses on delivering exceptional customer experiences, maintaining accurate records, and collaborating with branch staff to meet customer needs in a fast-paced banking environment.

Mansioni

• Handle inbound and outbound customer interactions via calls, email and live chat.
• Address customer queries and ensure timely, accurate resolutions.
• Adhere to standard operating procedures and service level agreements.
• Build and maintain positive stakeholder relationships and deliver exceptional service.
• Capture and document customer interactions and outcomes for traceability.
• Escalate issues where necessary and follow through to resolution.

Descrizione del lavoro

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.

02/11/26

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.

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 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 escalatRisk 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.