Call Centre Agent

FNB is seeking a Call Centre Agent to handle inbound and outbound customer interactions—calls, electronic communications, and queries—in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectives. The successful candidate will respond to customer queries logged via phone, email, and live chat to ensure full resolution of the query.

• Matric / Grade 12 certificate
• Previous call centre or customer service experience (advantageous)
• Strong verbal and written communication skills
• Ability to handle inbound and outbound calls professionally
• Proficiency with computer systems and call centre software
• Problem-solving and conflict resolution abilities
• Customer-centric mindset
• Ability to work under pressure and meet deadlines
• South African citizen or valid work authorization
• Clear criminal and credit record

• Respond to customer queries logged via phone, email, and live chat to ensure full resolution of the query
• Follow up with customers to ensure resolution of queries by other stakeholders where relevant
• Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries
• Address customer needs to meet or exceed customer expectations
• Resolve customer dissatisfaction and complaints by taking ownership of the problem
• Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions
• Assist branch consultants with eBucks queries at a branch level
• Assist in advising customers on eBucks Shop orders
• Act responsibly with work-related resources to contribute to cost containment
• Build and maintain stakeholder relationships