Service & Sales Advisor – Fixed-Term Call Centre Role

FirstRand Bank Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Bank Limited in Cape Town is recruiting a fixed-term Service and Sales Advisor within the FNB Personal Loans call centre. The role handles inbound and outbound customer interactions across multiple channels, focusing on resolving queries while identifying opportunities to offer relevant financial solutions.

The ideal candidate has Matric (Grade 12) with comprehensive training provided; 1–3 years in client services is advantageous but not required.

Qualifications

• Minimum qualification – Matric (Grade 12).
• No prior experience required – comprehensive training and support will be provided.
• 1 to 3 years of experience in Client Services Support and Delivery would be advantageous but is not essential.
• Relevant NQF Level 5 qualification or Diploma would be advantageous.
• Demonstrated ability to take initiative and work independently (self-starter).

Responsibilities

• 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, encourages feedback, and delivers exceptional service.
• Innovate to improve customer experience by continuously identifying better and more efficient ways of working.
• Be flexible and adapt to changing circumstances.
• Deliberately seek diverse opinions, build on ideas, and avoid duplication of effort.
• Participate in the innovation process within the business and contribute towards achieving innovation objectives.
• Plan and complete activities within the area of work to meet set timeframes and quality standards.
• Adhere to schedules when performing assigned work.
• Attend and facilitate meetings as and when required.
• Maintain documentation and share information with the team where applicable.
• Execute work in accordance with organisational values and the code of ethics.
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
• Identify and elevate risks as a normal part of work.
• Contribute to a client service delivery culture through adherence to approved organisational service delivery principles.
• Resolve customer dissatisfaction and complaints by taking ownership of the problem.
• Deliver exceptional service by adhering to relevant SLA agreements and offering appropriate solutions.
• Plan and schedule activities to improve service delivery.
• Respond to customer queries via phone, email, to ensure full resolution.
• Follow up with customers to ensure resolution of queries handled by other stakeholders where relevant.
• Assess own performance by seeking timely and clear feedback and request training where appropriate.
• Demonstrate teamwork as a valued team player.

Education

Matric (Grade 12)

NQF Level 5 qualification or Diploma

Job description

FirstRand Bank Limited in Cape Town is recruiting a fixed-term Service and Sales Advisor within the FNB Personal Loans call centre. The role handles inbound and outbound customer interactions across multiple channels, focusing on resolving queries while identifying opportunities to offer relevant financial solutions.

The ideal candidate has Matric (Grade 12) with comprehensive training provided; 1–3 years in client services is advantageous but not required.