Call Centre Agent

FirstRand; Randburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A major financial institution in South Africa is seeking a Call Centre Agent. In this role, you will engage telephonically with clients, providing accurate product information while exceeding customer expectations. The ideal candidate has an NQF level 5 qualification and 1-2 years of related experience. You will also drive growth initiatives and manage costs to improve efficiency within the Call Centre environment. This position offers a dynamic and collaborative workspace, encouraging innovation and adaptability.

Benefits

Networking opportunities

Progressive working environment

Opportunities for innovation

Qualifications

• Must have 1 to 2 years of related experience.
• Experience in telephonic communication with clients.
• Experience with cost management and achieving efficiency.

Responsibilities

• Provide accurate product information to clients.
• Drive growth and manage costs effectively.
• Resolve customer queries efficiently and promptly.
• Maintain expert knowledge on products and services.

Skills

Telephonic communication

Customer service

Cost management

Problem-solving

Collaboration

Education

NQF level 5 qualification

Tools

Hogan

Call Centre CRM systems

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 HSL 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.

Responsibilities

• Telephonic communication with client base to provide accurate product information in line with standard protocols.
• Drive significant growth and profitability in the context of cost management.
• Manage costs/expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintain expert knowledge on specific products, pricing, application procedures, processing and timelines to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timely planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
• Report on required Call Centre activities and deliveries to improve business results.

Qualifications

• Must have an NQF level 5 qualification.
• Must have 1 to 2 years of related experience.
• Exposure to Hogan and/or Call Centre CRM systems.

Benefits

• Opportunities to network and collaborate.
• A challenging working environment that is progressive and agile.
• Opportunities to innovate where initiative is taken and owned end to end.

Ideal Candidate

• Adaptable and curious.
• Analyses complex data sets.
• Thrives in a collaborative environment.

Apply Now

Apply now if you are interested in taking the next step. We look forward to engaging with you!

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 fulfil 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 it to other parties.

Application deadline: 30 January 2026. Applications will not be accepted on or after the closing date indicated above.