Call Centre Agent

RMB; Randburg; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Innovative work environment

Growth opportunities

Collaborative teams

Job summary

FNB is seeking a motivated Call Centre Agent to join its Commercial National Sales and Service team in Randburg. You will handle customer inquiries via phone, email, and live chat, deliver service excellence, and adhere to SLAs while escalating risks when needed.

Ideal candidates have a Matric/Grade 12, an NQF 5 qualification, and at least 1 year in call centre or customer service within financial services.

Qualifications

• Matric/Grade 12 required.
• NQF 5 qualification required.
• Minimum 1 year experience in Call Centre / Customer Service within the Financial Services industry.

Responsibilities

• Address customer needs to meet or exceed expectations.
• Respond to queries via phone, email and live chat to ensure full resolution.
• Adhere to SLAs and provide appropriate solutions.
• Follow up with customers to ensure resolution by relevant stakeholders.
• Place outbound calls to request documentation or follow up on incomplete queries.
• Escalate risks and issues for investigation and resolution.
• Deliver exceptional service and demonstrate teamwork as a valued member.

Skills

Analytical

Attention to detail

Strong communicator

Education

Matric/Grade 12

NQF 5 qualification

Job description

## Call Centre AgentApplylocations: Randburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: February 28, 2027 (30+ days left to apply)job requisition id: R52037# **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 escalate problems for investigation and resolution.* Identify and escalate 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 communicatorApply now if you are interested in taking the next step. We look forward to engaging with you!# # **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.**28/02/27All 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.