General Jobs
FNB Call Centre Agent Job Vacancy
FNB is hiring Call Centre Agents in Johannesburg! Join us at the forefront of customer service, maintaining our reputation for exceptional service and satisfaction.
Location: Johannesburg
Application Closing Date: 27/06/24
Key Responsibilities
- Customer Interaction: Handle incoming and outgoing customer calls, emails, and live chat queries. Your primary goal will be to address and resolve customer issues according to our standard operating procedures.
- Resource Management: Utilize work-related resources responsibly to help manage costs and improve efficiency within the call center.
- Customer Satisfaction: Meet or exceed customer expectations by providing excellent service and resolving issues promptly. Take ownership of customer complaints and work towards a satisfactory resolution.
- Stakeholder Relationships: Build and maintain positive relationships with stakeholders to ensure seamless service delivery.
- Service Excellence: Contribute to a culture that prioritizes exceptional service and encourages feedback for continuous improvement.
- Innovation: Continuously seek innovative methods to enhance the customer experience and streamline processes.
- Flexibility and Adaptability: Be prepared to adapt to changing circumstances and requirements in a dynamic work environment.
- Collaboration and Diversity: Encourage diverse opinions and collaborative efforts, ensuring no duplication of work. Actively participate in team meetings and contribute to the innovation process.
- Time Management: Plan and execute tasks efficiently to meet quality and time standards. Adhere to schedules and complete assigned work promptly.
- Documentation and Communication: Maintain accurate documentation and share relevant information with your team to ensure transparency and efficiency.
- Ethics and Compliance: Execute your duties in line with organizational values and the code of ethics. Comply with governance and compliance standards, escalating issues for investigation as necessary.
- Risk Management: Identify and escalate risks as a standard part of your workflow, ensuring proactive management of potential issues.
- Service Delivery Culture: Support the organizational service delivery principles by adhering to approved standards and contributing to a customer-focused environment.
- SLA Adherence: Deliver exceptional service in line with Service Level Agreements (SLAs) and provide appropriate solutions to customer issues.
- Query Resolution: Respond to customer queries effectively, following up to ensure full resolution. Handle operational outbound calls to request documentation or follow up on unresolved issues.
- Support eBucks Queries: Assist branch consultants and customers with eBucks-related queries and provide advice on eBucks Shop orders.
- Performance Assessment: Seek feedback on your performance and request training to enhance your skills and efficiency.
- Teamwork: Demonstrate strong teamwork skills and be a valued player within the team, fostering a collaborative work environment.
Additional Information
- Employment Equity: All appointments will be made in line with FirstRand Group’s Employment Equity plan.
Application Process
If you are passionate about customer service and thrive in a fast-paced environment, we encourage you to apply for the Call Centre Agent position at FNB.