Job Description

FNB is inviting applications for a Call Centre Agent position based in Johannesburg.

The successful candidate will handle inbound and outbound customer interactions, including calls, electronic communication, customer queries, complaints, follow-ups, and service requests.

This role is focused on delivering excellent customer service, resolving customer issues, supporting business objectives, and following standard operating procedures, service level agreements, governance standards, and compliance requirements.

Responsibilities

• Handle inbound and outbound customer calls and queries.
• Respond to customer queries received by phone, email, and live chat.
• Resolve customer dissatisfaction and complaints by taking ownership of problems.
• Deliver excellent customer service in line with service level agreements.
• Address customer needs and aim to meet or exceed customer expectations.
• Follow up with customers where other stakeholders are required to resolve queries.
• Make outbound calls to customers to request outstanding documents or follow up on incomplete queries.
• Assist branch consultants with eBucks-related queries.
• Assist customers with eBucks Shop order queries.
• Maintain documentation and share relevant information with the team.
• Build and maintain stakeholder relationships.
• Contribute to a culture of service excellence.
• Follow approved organisational service delivery principles.
• Plan and complete work activities within required time and quality standards.
• Comply with governance and compliance standards.
• Identify and escalate risks where required.
• Use work-related resources responsibly to support cost containment.
• Participate in meetings when required.
• Seek feedback on performance and request training where needed.
• Work as part of a team and contribute positively to team goals.
• Support innovation by identifying better and more efficient ways of working.

Requirements

• Customer service experience will be advantageous.
• Call centre or contact centre experience will be advantageous.
• Ability to handle inbound and outbound customer interactions.
• Ability to work according to standard operating procedures.
• Ability to resolve customer queries and complaints.
• Ability to follow governance and compliance requirements.
• Ability to work in a fast-paced service environment.
• Ability to manage customer communication across phone, email, and live chat.
• Willingness to learn and improve through feedback and training.

Skills

• Customer service
• Call centre support
• Communication skills
• Problem-solving
• Complaint handling
• Query resolution
• Live chat support
• Email support
• Telephone etiquette
• Stakeholder management
• Teamwork
• Time management
• Attention to detail
• Adaptability
• Compliance awareness
• Risk escalation
• Documentation
• Service excellence
• Customer follow-up