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Call Centre Agent

1 month ago

Johannesburg, South Africa FirstRand Full time

Job Description

The Call Centre Agent will be required to work on voice calls, queries and secure chat based on workload and resourcing across the different channels.

Hello Future Call Centre Agent

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

- Long relevant queries for investigations when FCR is not possible.
- Manage client’s expectations in terms of timelines for resolution.
- Manage turnaround times on queries logged.
- Obtain a 9+ OSTY rating based on service provided.
- Maintain service level by remaining available to answer calls according to scheduled times.
- Maintain service level by remaining available to answer calls/chats and knowledge query work items accordingly.
- Maintain scope of knowledge relating to the eBucks reward program, FNB’s product offerings, eBucks campaign.
- Query management.
- Query work item vetting and assigning and management of out of office intrays.
- Query turnaround time management.
- Daily management of outstanding work items.
- Escalation of outstanding work items.
- Sharing of complaints management processes and best practices.
- Minimum qualification - Matric
- Good customer service experience.

You will have access to:

- Opportunities to network and collaborate.
- Challenging Working
- Opportunities to innovate.

We can be a match if you are:

- Curious & courageous - you are driven by always wanting to know more and learn more and you are brave enough to
- Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.

POST

FNB

LI-SY1

Job Details

Application Closing Date

28/08/24