Call Centre Agent (Grade 12)

About

Description

Welcome to FNB, the home of the #changeables. As part of the FNB Life team, you will work in an environment that encourages curiosity, innovation, and service excellence. The role involves addressing customer needs, building stakeholder relationships, maintaining service standards, and resolving customer queries through various communication channels. You will be responsible for delivering exceptional customer service while adhering to the organization’s values and compliance standards.

Responsibilities

• Act responsibly with work-related resources to contribute to cost containment
• Address customer needs to meet or exceed expectations
• Build and maintain stakeholder relationships
• Contribute to a culture of service excellence and provide exceptional service
• Innovate to improve customer experience
• Be flexible and adapt to changing circumstances
• Participate in innovation processes
• Plan and complete activities to meet set time and quality standards
• Maintain documentation and share information with the team
• Comply with governance and compliance standards
• Identify and escalate risks
• Resolve customer dissatisfaction and take ownership of problems
• Deliver exceptional service adhering to relevant SLA agreements
• Respond to customer queries via phone, email, and live chat
• Follow up with customers to ensure query resolution
• Make operational outbound calls to customers for outstanding documentation
• Assist branch consultants with eBucks queries

Qualifications

• 1-2 years of experience in a call center
• Matric (Grade 12) qualifications

Application instructions:

• To apply, simply click the apply button.