Are you on the lookout for a dynamic career opportunity that offers growth, learning, and the chance to be part of a team that drives positive change? If so, becoming a Call Centre Agent at First National Bank (FNB) could be your perfect fit. FNB, a leading financial institution in South Africa, is known for its commitment to innovation, customer satisfaction, and employee development.
FNB Call Centre Agent Job Overview
- Company: First National Bank
- Location: Johannesburg
- Closing date: 28 August 2024
Why Choose FNB?
At FNB, employees are not just workers; they are part of a family that values diversity, creativity, and continuous learning. The bank’s environment is one where unique talents and diverse minds come together to create a workplace that is not only productive but also fulfilling. As an FNB Call Centre Agent, you will have the opportunity to work in an adaptable environment that encourages curiosity and innovation.
About the FNB Call Centre Agent role
The primary responsibility of an FNB Call Centre Agent is to handle customer interactions via voice calls, secure chats, and queries. This role is crucial as it involves direct communication with customers, ensuring their queries are resolved efficiently and effectively. The role demands a high level of professionalism, customer service, and the ability to manage various customer needs across different communication channels.
Key Responsibilities
- Handling Customer Queries: As an FNB Call Centre Agent, you will manage and resolve customer queries. This includes long relevant queries for investigations when First Call Resolution (FCR) is not possible.
- Managing Client Expectations: You will be responsible for managing clients’ expectations, particularly in terms of timelines for query resolution. This involves clear communication and setting realistic expectations.
- Maintaining Service Levels: You will be expected to maintain high service levels by being available to answer calls and handle queries according to your scheduled times. This includes managing your workload effectively to ensure that all customer interactions are handled within the set timelines.
- Knowledge of FNB Products and Services: A deep understanding of FNB’s product offerings, including the eBucks reward program, is essential. This knowledge will enable you to provide accurate information and support to customers.
- Escalation and Query Management: You will need to manage query work items, including vetting, assigning, and ensuring that all work items are completed promptly. If any issues arise that cannot be resolved at your level, you will be responsible for escalating them appropriately.
- Customer Satisfaction: Your goal will be to achieve a 9+ OSTY rating based on the service provided. This rating reflects customer satisfaction and is a key performance indicator for the role.
Requirements
To be considered for the FNB Call Centre Agent position, you will need the following qualifications and skills:
- Minimum Qualification: Matric certificate.
- Customer Service Experience: Previous experience in customer service is essential. This experience will help you manage customer interactions effectively and ensure a positive experience for all clients.
Ideal Candidate Traits
FNB is looking for individuals who are not only qualified but also exhibit certain key traits that align with the bank’s values:
- Curious & Courageous: You should have a natural curiosity and a desire to learn more. Being courageous means you are willing to take on challenges and step out of your comfort zone.
- Obsessed with Mastery: You should have a drive to excel in what you do. This means constantly improving your skills and striving for excellence in all tasks.
Benefits
As a Call Centre Agent at FNB, you will not only perform your daily duties but also have access to numerous opportunities for personal and professional growth:
- Networking and Collaboration: FNB provides an environment where you can connect with other professionals, share ideas, and learn from others.
- Challenging Work: The role is designed to be challenging, offering you the chance to push your limits and grow in your career.
- Innovation: FNB encourages its employees to think outside the box and contribute to the bank’s culture of innovation.
How to Apply
If you are excited about the opportunity to join FNB as a Call Centre Agent, the application process is straightforward. Interested candidates should apply before the closing date of 28/08/24.
FNB is an equal opportunity employer, and all appointments will be made in line with the FirstRand Group’s Employment Equity plan. The bank also supports the recruitment and advancement of individuals with disabilities. Candidates can voluntarily disclose any disability information during the application process, and FNB will ensure this information is kept confidential unless required by law to disclose it.
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Joining FNB as a Call Centre Agent is more than just taking on a job; it’s about becoming part of a community that values growth, diversity, and customer satisfaction. If you have a passion for customer service and are ready to take on new challenges in a dynamic environment, this could be the perfect role for you. Don’t miss the opportunity to be part of a team that makes a real difference in the lives of its customers.