Call Centre Agent

About the role

FirstRand is hiring a Call Centre Agent, based in Randburg. Responsible for delivering high-quality customer service through telephone and digital channels, ensuring that customer queries are addressed promptly and resolved efficiently. Acts as a key point of contact to enhance customer satisfaction and support continuous service improvement. Hello Future Call Centre Agent

Responsibilities

• Have Telephonic and written communications with an existing client base to provide accurate product information and in line with standards protocols
• 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 approved business system.
• Report on required Call Centre activities and deliveries to improve business results.

Requirements

• Personal Lines (motor Vehicle/Home contents/Portable Possessions) knowledge/experience/exposure - at least 2 years a must (which does not include medical insurance, life cover).
• Completed RE and FAIS qualification will be advantageous
• Minimum Qualification: Grade 12
• Good Telephone and Email etiquette
• You will have access to
• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.
• We can be a match if you are
• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment.
• Apply now if you are interested in taking the next step. We look forward to engaging with you!
• 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.