Call Centre Agent

FNB South Africa; Randburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading financial institution in Randburg is seeking a qualified individual for a role that entails telephonic communication with clients and delivering exceptional service. Ideal candidates must possess NQF level 5 qualifications, have 1 to 2 years of related experience, and be familiar with Hogan or Call Centre CRM systems. Responsibilities include resolving customer queries efficiently, managing costs, and ensuring compliance with governance. If you excel in proactive problem-solving and can exceed client expectations, we want to hear from you.

Qualifications

• NQF level 5 qualifications required.
• 1 to 2 years related experience needed.
• Exposure to Hogan and/or Call Centre CRM Systems preferred.

Responsibilities

• Communicate telephonically with clients for accurate product information.
• Drive growth and profitability while managing costs.
• Deliver exceptional customer service with innovative solutions.
• Resolve customer queries within agreed timelines.
• Maintain expert knowledge of products and processes.
• Ensure professional communication with clients.
• Meet client investigation deadlines.
• Provide efficient administration service with planning and reporting.
• Comply with legislative and audit governance.
• Ensure performance efficiency in Call Centre.
• Record client feedback on CRM system.
• Report on Call Centre activities to improve results.

Job description

Job Location: Randburg, Gauteng, South Africa

Application Deadline: February 13, 2026

Are you someone who can:

• Telephonic communication with client base to provide accurate product information in line with standards 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.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order 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 timeous 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.

You will be an ideal candidate if you:

• Must have an NQF level 5 qualifications
• Must have 1 to 2 year’s related experience
• Exposure to Hogan and/or Call Centre CRM Systems

End Date: January 30, 2026