Job Description

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

The successful candidate will handle inbound and outbound customer interactions, including calls, electronic communications and queries, while following standard operating procedures and service standards.

The role focuses on delivering excellent customer service, resolving customer queries, supporting customer satisfaction, maintaining accurate documentation and contributing to business objectives.

This opportunity is suitable for candidates who are customer-focused, adaptable, professional, service-driven and able to work well in a team environment.

Position Details

• Position: Call Centre Agent
• Company: FNB
• Job Requisition ID: R50227
• Location: Johannesburg, Gauteng
• Job Type: Part-time
• Posted Date: Posted today
• Closing Date: 05 June 2026

Responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer queries through phone, email and live chat.
• Provide customer service in line with standard operating procedures.
• Address customer needs to meet or exceed expectations.
• Resolve customer dissatisfaction and complaints.
• Take ownership of customer problems.
• Follow up with customers where queries require support from other stakeholders.
• Make outbound calls to request outstanding documents or follow up on incomplete queries.
• Assist branch consultants with eBucks-related queries.
• Assist with advising customers on eBucks Shop orders.
• Build and maintain positive stakeholder relationships.
• Contribute to a culture of service excellence.
• Deliver service according to relevant SLA agreements.
• Offer appropriate solutions to customers.
• Maintain accurate documentation and activity reports.
• Share relevant information with the team.
• Identify and escalate risks where required.
• Follow governance and compliance standards.
• Use resources responsibly to support cost containment.
• Look for better and more efficient ways to improve customer experience.
• Participate in innovation and process improvement activities.
• Plan and complete work activities according to time and quality standards.
• Attend and facilitate meetings when required.
• Assess own performance and request training where appropriate.
• Demonstrate teamwork as a valued team player.

Requirements

• Must be able to handle customer interactions professionally.
• Must be able to follow standard operating procedures.
• Must be able to work according to schedules and quality standards.
• Must be customer-focused and service-driven.
• Must be flexible and able to adapt to changing circumstances.
• Must be able to work well with team members.
• Must be able to follow company policies, procedures, values and code of ethics.

Skills

• Customer service
• Call centre support
• Inbound calls
• Outbound calls
• Email communication
• Live chat support
• Query resolution
• Complaint handling
• Communication skills
• Listening skills
• Problem-solving
• Teamwork
• Documentation
• Risk escalation
• Compliance awareness
• Time management
• Customer relationship building
• Adaptability
• Service excellence
• Process improvement
• Attention to detail