Customer Experience Specialist (Inbound/Outbound)

FirstRand Life Assurance Ltd; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Life Assurance Ltd in Johannesburg seeks a customer service representative to handle inbound and outbound calls, emails and live chat, ensuring timely resolution and satisfaction. You will follow established procedures, maintain documentation and build strong stakeholder relationships.

You will contribute to a culture of service excellence, participate in continuous improvement, and respond to queries to meet service level agreements.

Qualifications

• Experience in customer service environments.
• Ability to follow SOPs and meet SLA targets.
• Proactive in seeking feedback and training.

Responsibilities

• Handle inbound/outbound customer interactions via calls, email, and live chat.
• Address customer needs and resolve queries to ensure full resolution.
• Document interactions and maintain up-to-date records.
• Escalate issues as required and maintain service level agreements.
• Build and sustain stakeholder relationships.

Skills

Inbound & outbound calls

Customer service mindset

Communication skills

Problem solving

Teamwork

Job description

FirstRand Life Assurance Ltd in Johannesburg seeks a customer service representative to handle inbound and outbound calls, emails and live chat, ensuring timely resolution and satisfaction. You will follow established procedures, maintain documentation and build strong stakeholder relationships.

You will contribute to a culture of service excellence, participate in continuous improvement, and respond to queries to meet service level agreements.