Job Description

FNB is inviting applications for a Call Centre Agent opportunity in Johannesburg. This role is focused on delivering high-quality customer service through telephone and digital channels while ensuring that customer queries are handled promptly and resolved efficiently.

Please note that this advertisement is not for an active vacancy. It is intended to build a talent pool for future opportunities. Candidates who apply may be considered for similar roles that become available later.

Responsibilities

• Deliver high-quality customer service through telephone and digital channels
• Address customer queries promptly and resolve them efficiently
• Drive growth and profitability within cost management requirements
• Manage costs and expenses within approved budgets
• Deliver exceptional service through proactive and innovative solutions
• Resolve customer queries within agreed timelines
• Maintain expert knowledge of products, pricing, application procedures, processing, and timelines
• Ensure all client communications are professional
• Keep clients informed during investigations and updates
• Provide efficient administration through planning, reporting, and updating information
• Comply with governance, legislative, and audit requirements
• Support service productivity and performance in the Call Centre
• Record all issues and feedback accurately on the CRM system
• Report on Call Centre activities and deliveries to improve business results

Skills and Attributes

• Strong customer service skills
• Professional communication
• Problem-solving ability
• Administrative ability
• Attention to detail
• Ability to work within timelines
• CRM recording and reporting awareness
• Cost-conscious mindset
• Commitment to service excellence

Important Notes

• This is a talent community advertisement and not an active vacancy
• Applicants may not receive an immediate decline notice or status update
• Applications will be considered for similar future opportunities
• Appointments will be made in line with FirstRand Group’s Employment Equity plan
• The bank supports the recruitment and advancement of individuals with disabilities