Call Centre Agent

FirstRand Bank Limited; Randburg; On-site; ZAR 100,000 - 156,000; Full time

Benefits offered by this job

Innovative work environment

Opportunities for personal and专业成长

Collaborative teams

Job summary

FirstRand Bank Limited in Randburg is seeking a Customer Care Call Centre Agent to address customer needs, deliver service excellence, and uphold governance standards within the Financial Services division. You will handle queries via phone, email and live chat, escalate issues, and schedule outbound calls for documentation in a collaborative, growth‑oriented environment.

A Matric and 1 year in a call centre are required.

Qualifications

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

Responsibilities

• Address customer needs to meet or exceed expectations.
• Deliver service excellence and build positive relationships.
• Respond to customer queries via phone, email and live chat and ensure full resolution.
• Escalate problems when needed and follow up with customers and other stakeholders.
• Place outbound calls to request documentation or follow up on incomplete queries.
• Demonstrate teamwork and contribute as a valued team member.

Skills

Analytical

Attention to detail

Strong communicator

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 escalated problems for investigation and resolution.
• Identify and escalation 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. 22/10/26 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.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group's purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.