Customer Experience Specialist

FirstRand Bank Limited; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

FirstRand Bank Limited in Johannesburg is seeking a customer service representative to handle inbound and outbound customer interactions via calls, email and live chat. You will address queries, resolve issues, and contribute to service excellence within set SLAs.

The role focuses on delivering exceptional customer experiences, maintaining accurate records, and collaborating with branch staff to meet customer needs in a fast-paced banking environment.

Responsibilities

• Handle inbound and outbound customer interactions via calls, email and live chat.
• Address customer queries and ensure timely, accurate resolutions.
• Adhere to standard operating procedures and service level agreements.
• Build and maintain positive stakeholder relationships and deliver exceptional service.
• Capture and document customer interactions and outcomes for traceability.
• Escalate issues where necessary and follow through to resolution.

Job description

FirstRand Bank Limited in Johannesburg is seeking a customer service representative to handle inbound and outbound customer interactions via calls, email and live chat. You will address queries, resolve issues, and contribute to service excellence within set SLAs.

The role focuses on delivering exceptional customer experiences, maintaining accurate records, and collaborating with branch staff to meet customer needs in a fast-paced banking environment.