Call Centre Agent

FirstRand Bank India; Randburg; On-site; ZAR 150,000 - 190,000; Full time

Benefits offered by this job

Innovative work environment

Personal and professional growth

Collaborative teams

Job summary

FNB is seeking a Call Centre Agent in Randburg to deliver exceptional service to customers in the financial services sector. You will handle inquiries via phone, email and live chat, meet SLA targets and resolve issues with a proactive, team-oriented approach.

Ideal candidates have at least 1 year in a call centre or customer service role, with Matric and an NQF 5 qualification, plus analytical skills and strong communication abilities. Join a collaborative team focused on service excellence.

Qualifications

• Matric/Grade 12 and an NQF 5 qualification.
• Minimum 1 year experience in Call Centre or Customer Service within the Financial Services industry.
• Strong communication, analytical skills and attention to detail.

Responsibilities

• Address customer needs to meet or exceed expectations.
• Adhere to schedules and governance standards.
• Identify and elevate risk when needed and resolve complaints.
• Deliver service adhering to SLAs and provide appropriate solutions.
• Plan and schedule activities to improve service.
• Respond to queries via phone, email and live chat to ensure resolution.
• Follow up with customers to ensure resolution with stakeholders.

Skills

Analytical

Attention to detail

Strong communicator

Team player

Education

Matric/Grade 12

NQF 5 qualification

Job description

Job Description

Hello Future Call Centre Agent

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Commercial National Sales and Service, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can:

• Address customer needs in order to meet or exceed customer expectations.

• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.

• Adhere to schedules to perform assigned work

• Comply with and adhere to identified governance and compliance standards and elevate problems for investigation and resolution.

• Identify and elevate risk as normal part of work.

• 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.

• Demonstrate teamwork as a valued team player.

You will be an ideal candidate if you:

• Have a minimum of a Matric/Grade 12

• Have an NQF 5 qualification

• Have a minimum of 1 year experience in Call Centre / Customer Service within the Financial Services industry

You will have access to:

• An innovative work environment

• Opportunities for personal and professional growth

• Collaborative teams

We can be a match if you are:

• Analytical

• Attention to detail

• Strong communicator

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.

12/11/26

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.