Call Centre Agent-2

FNB South Africa; Randburg; Presencial; ZAR 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Networking opportunities

Challenging environment

Innovation opportunities

Resumo da oferta

FNB South Africa seeks a proactive call centre agent to deliver exceptional customer service across telephonic and digital channels. You will address queries, provide product information, and drive service improvements while maintaining governance and accurate record-keeping.

The role emphasizes expert product knowledge, timely updates to clients, and collaboration with a fast-paced team in a dynamic environment.

Qualificações

• Minimum Grade 12 and basic financial services awareness.
• Two years’ customer service or call centre exposure preferred.
• Knowledge of Personal Lines and Commercial Lines is advantageous.

Responsabilidades

• Deliver high-quality customer service via phone and digital channels.
• Provide accurate product information per standards and protocols.
• Resolve queries promptly and professionally.
• Maintain knowledge on products, pricing, and procedures.
• Keep clients informed and ensure timely updates.
• Record interactions accurately in the system and report activities.
• Contribute to service improvements and governance compliance.
• Monitor and control costs within approved budgets where applicable.
• Support call centre productivity and delivery targets.

Conhecimentos

Telephone etiquette

Written communication

Customer service

Cost management

Problem solving

Adaptability

Formação académica

Grade 12

RE and FAIS advantageous

Descrição da oferta de emprego

Job Description

Responsible for delivering high-quality customer service through telephone and digital channels, ensuring that customer queries are addressed promptly and resolved efficiently. Acts as a key point of contact to enhance customer satisfaction and support continuous service improvement.

Hello Future Call Centre Agent

Welcome to FNB, 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 Short Term Insurance 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

• Have Telephonic and written communications with an existing client base to provide accurate product information and 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 approved business system.
• Report on required Call Centre activities and deliveries to improve business results.

You Will Be An Ideal Candidate If You Have

• Personal Lines (motor Vehicle/Home contents/Portable Possessions) knowledge/experience/exposure - at least 2 years a must (which does not include medical insurance, life cover).
• Commercial Lines experience
• Completed RE and FAIS qualification will be advantageous
• Minimum Qualification: Grade 12
• Good Telephone and Email etiquette

You Will Have Access To

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.

We Can Be a Match If You Are

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment.

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.

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.

19/11/26