Call centre agent

RMB Nigeria Limited; Johannesburg; On-site; ZAR 603,000 - 714,000; Part time

Job summary

RMB Nigeria Limited in Johannesburg is seeking a part-time call centre agent to manage inbound and outbound customer interactions, including calls, emails, and live chat, following established SOPs. You will address customer needs, record information accurately, and work to resolve queries within SLA.

The role emphasizes flexible scheduling, teamwork, and delivering exceptional service while complying with governance and ethics. You will support branches with eBucks queries at a local level.

Responsibilities

• Handle inbound and outbound calls, emails and chats to resolve customer queries.
• Adhere to standard operating procedures and service levels to ensure satisfaction.
• Document interactions accurately and escalate complex issues as required.
• Assist branches with eBucks questions and provide guidance on Shop orders.

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.