Call Centre Agent E

2 weeks ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

**experience and qualifications**:

- Minimum Qualification - Grade 12
- Preferred Qualification - Relevant Diploma
- Experience - 1-3 years Call Centre Agent Experience
- Person must not be an unrehabilitated insolvent
- **additional requirements**:

- Matric on NQF 4 equivalent
- Customer service and operations experience, preferably within the ecommerce or banking environment
- 2-3 years Call centre experience
- Proficiency in MS Office, Word and Excel
- Proficiency in the FNB CARE system
- Basic understanding of banking processes
- Basic understanding of the banks complaints management systems and policies
- Basic understanding of online travel booking systems
- Basic understanding of travel operations and / or airline industry
- Excellent command of English and other official language
Personal Attributes:

- Self motivated with the ability to work independently and in a team
- Excellent interpersonal skills, relationship building and team value add attitude
- Exceptional customer service orientation
- Good communication and negotiating skills
- Ability to develop and nurture business relationships
- Highly articulate
- High level of attention to detail
- Ability to be accountable for own work
- Proactive and a problem solving orientation
- Flexibility to adapt to changing role and environment
Key Duties, Responsibilities and Outputs:

- Efficiently and effectively resolve customer queries and complaints received through inbound calls.
- Escalate queries and complaints to supervisor or applicable area within FNB as may be required.
- Make operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
- Complete all FNB compliance and regulatory training as may be applicable from time to time.
- Perform administrative and support duties relating to the eBucks contact centre.
- Assist with the verification and authentication of customers in accordance with FICA regulations.
- Ensure that all policies and procedures are adhered to.

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