Sales Advisor

FirstRand; Randburg; On-site; ZAR 78,000 - 134,000; Full time

Job summary

FirstRand Limited's FNB Personal Segment Suites is seeking a Future Sales Advisor who will handle inbound and outbound customer interactions, including calls, emails and live chat, in line with SOPs to ensure customer satisfaction.

You will build stakeholder relationships, strive for service excellence, and contribute to continuous improvement of the customer experience while adapting to changing circumstances in Randburg.

Qualifications

• Matric (Grade 12) is required.
• FSCA recognized FAIS NQF Level 5 qualification or higher is required.

Responsibilities

• Handle inbound and outbound customer interactions via calls, email, and live chat in line with SOPs.
• Respond to customer queries and resolve issues to meet service standards.
• Build and maintain stakeholder relationships and contribute to service excellence.
• Identify opportunities to improve the customer experience and adapt to changes.

Skills

Customer service

Communication skills

Education

Matric (Grade 12)

FSCA recognized FAIS NQF Level 5 qualification or higher

Job description

Job DescriptionHello Future Sales AdvisorWelcome to FNB the home of the #changeables. 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 Personal Segment Suites (PSS) , 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:To handle inbound and outbound customer interactions—calls, electronic communications, and queries—in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectivesYou will be an ideal candidate if you have:Matric (Grade 12)Completed a FSCA recognized FAIS relevant NQF Level 5 Qualification or high qualification.You will have access to:Opportunities to network and collaborate.A challenging working environmentOpportunities to innovate.You will be a match if you can:Act responsibly with work related resources to contribute to cost containment.Address customer needs in order to meet or exceed customer expectations.Build and maintain stakeholder relationships.Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.Be flexible and adapt to changing circumstances.Deliberately seek diverse opinions, build on ideas and do not duplicate effort.Participate in the innovation process in the business and contribute toward new innovations against objectives.Plan and complete activities within area of work to meet set time and quality standards.Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.Maintain documentation and share information with the team where applicable.Execute own work in accordance with the organisational values and code of ethics.Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.Identify and escalate risk as normal part of work.Contribute to client service delivery culture through adherence to approved organisational service delivery principles.Resolve customer dissatisfaction/complaints by taking ownership of the problem.Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.Plan and schedule activities to improve service.Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.Follow up with customers to ensure resolution of query by other stakeholders where relevant.Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.Assess own performance through seeking timely and clear feedback and request training where appropriate.Demonstrate teamwork as a valued team player.Important Closing Date NoteTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.13/11/26All 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.