Call Agent Vacancies at Nedbank Sugar Mill x 17 Positions - - South Africa

Applications accepted until: 17th of Jun, 2014 Advert Code: CALLAGRET17 Available openings: 17 Nedbank Sub Division Cluster Nedbank Integrated Channels FAIS Affected: Yes Location: Nedbank Contact Centre ,Sugar Mill Campus – Mount Edgecombe – Durban Job Purpose: To proactively retain existing clients through providing a consistent client experience and value add client propositions. This will be achieved by A) outbound: contacting potential attritors based on customer research data b) inbound: responding to internal transfers or leads generated from elsewhere in the team Key Performance Areas: CONTACT AND RETAIN EXISTING CLIENTS “focus on client retention and efficient quality service. Identify needs and prepare value add offer to meet client need prior to making call based on data provided Communicate value add proposition to client Fulfil client need and/or resolve issues Escalate on value proposition where appropriate Identify any cross sell opportunity and refer Respond to and process retention leads OR work from pre-loaded data and new leads – process is a First call resolution Complete all on call capturing accurately and quickly Provide ongoing feedback for continuous improvement Deliver consistent client experience adhere to SLAs, compliance and regulatory requirements achievement of set objectives” PERSONAL DEVELOPMENT AND TEAM WORK “live the values Improve own assessment skills and knowledge Formal and informal training and research”” Agree BSC and development plan Attend relevant coaching and training initiatives as planned Build and maintain relationships with all stakeholders” Essential Qualifications: Matric 1 year call centre experience 6 months sales experience Preferred Qualifications: Call Centre course Job Related Experience: 1 year call centre experience 6 months sales experience Technical Competencies: COMPUTER LITERACY Systems All Nedbank product offerings Product Card; Transactional Banking Products Product All business processes relevant to the product Process Banking Platform Systems Scopus Systems NTE knowledge Systems Internet and intranet Systems Right Fax Systems Plastic Stock Mngt Systems TransAct Systems Microsoft Office Products Systems Tracker Systems Behavioural Competencies: 10% Resilience 5% Empathy 20% Client Centricity 20% Verbal Communication 5% Team work 30% Influencing 10% Problem Solving Required Industry Acumen: Call Centre Industry Number Of People Reporting Directly Into Job: Compliance/Legislative Requirements: FAIS, FICA, NCA Working Time: 7:00am to 19:00pm Travel Requirements: Equity Statement: Preference will be given to applicants from designated groups and suitable internal candidates in line with Nedbank’s policies. Click here to apply online Apply Now

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Call Agent Vacancies at Nedbank Sugar Mill x 17 Positions - South Africa

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