Call Centre Agent - Johannesburg
FirstRand
Job Description To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved Drive significant growth and profitability in the context of cost management. Manage costs / expenses within approved budget to achieve cost efficiencies. Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions. Resolve all customer queries efficiently, and within agreed timelines. 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. Ensure client investigation deadlines are met and consultant keeps the client continually in the loop. 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. Report on required Call Centre activities and deliveries to improve business results. Think outside the box. Solutions orientated. Telephone etiquette. 360 Microsoft stack (PowerPoint, Word) Excel Advance Minimum NQF 5 Minimum 5 years Call Center Experience Cash Management and Cash Center Processing Knowledge beneficial. Job Details Application Closing Date 09/03/24 All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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