Customer Experience Agent: Inbound & Outbound Support

FirstRand Bank India; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

FirstRand Bank India is seeking a customer service professional to handle inbound and outbound interactions across calls, emails and live chat. You will work to resolve issues in line with standard operating procedures, ensuring high customer satisfaction and adherence to service levels.

The role emphasizes accurate documentation, compliance with governance standards, and collaboration with branch and support teams to deliver exceptional service and timely responses.

Qualifications

• Handle inbound and outbound customer interactions via calls, emails and live chat.
• Meet or exceed customer expectations in line with SOPs.

Responsibilities

• Respond to customer queries logged via phone, email and live chat to ensure resolution.
• Place outbound calls to request outstanding documentation or follow up on incomplete queries.
• Maintain documentation and share information with the team.
• Adhere to governance, compliance standards and escalate issues for resolution.

Job description

FirstRand Bank India is seeking a customer service professional to handle inbound and outbound interactions across calls, emails and live chat. You will work to resolve issues in line with standard operating procedures, ensuring high customer satisfaction and adherence to service levels.

The role emphasizes accurate documentation, compliance with governance standards, and collaboration with branch and support teams to deliver exceptional service and timely responses.