Description

FNB is offering a Call Centre Agent Internship in Johannesburg for candidates with a Matric and at least 1 year of call centre experience. The role involves providing excellent customer service, resolving queries via phone, email, and live chat, and gaining experience in the financial industry through departmental exposure.

Responsibilities

•  Act responsibly with work related resources to contribute to cost containment.
•  Address customer needs 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.
•  Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
•  Assess own performance through seeking timely and clear feedback and request training where appropriate.
•  Demonstrate teamwork as a valued team player.

Requirements

•  Minimum qualification - Matric
•  Call centre experience
•  Good customer service