Call Centre Agent E – IRC220923 (m/f)

Description

• Will always honour our commitments, be truthful in what we say and do, uphold high ethical and moral standards and be fair and equitable in all our dealings
• In our owner manager culture we accept that we are the masters of our own destiny and therefore we will always take full responsibility and accountability for all our decisions and actions and never leave anything unfinished. Are empowered to innovate and come up with new ideas, as we value and nurture new ideas
• We believe in and enjoy what we are doing and therefore we energetically and willingly nurture caring relationships with all our stakeholders in our exciting journey of uncompromisingly achieving our objectives
• Respect the feelings, rights and abilities of our colleagues, clients and communities, even though they may be different from our own. We respect ourselves and our colleagues by not accepting or delivering average or poor performance. If the FNB values are congruent with your value set, and you have the necessary skills and competencies for the position advertised, then we are looking for you. Preference shall be given to suitably qualified applicants from the designated groups as defined in the Affirmative Action Act, 29 of 1998

Duties

• To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved
• Manage costs/expenses within approved budget to achieve cost efficiency
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop
• Regular feedback to customers and or branches regarding progress made on resolving the query
• Resolve all customer queries efficiently, and within agreed timelines
• Attends to daily control log sheets and maintains an accurate diary system for queries
• Attends to inward telephonic, email, fax enquiries and queries via the queue system
• Compiles daily statistics relevant to number of customers and queries attended to. Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Ensure all communications with clients are professional, resulting in compliments
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Ensure efficiency of service productivity and performance in Call Centre
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system
• Continuously updates the customer information system
• Report on required Call Centre activities and deliveries to improve business results

Requisites

• Grade 12, Relevant Certificate or Diploma
• 1 Year related experience
• Demonstrated verbal communication skills, good computer skills and technical affinity
• Product knowledge and systems knowledge

Notes

• Only shortlisted applicants will be contacted
• Attach relevant documents (CV, Qualifications), without it your application will not be considered Applicants will be subject to ITC and reference checks Ensure documents are in PDF format when uploading