FirstRand: Call Centre Agent

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met

• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
• Demonstrate teamwork as a valued team player
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Contribute to innovation by finding faster and more accurate ways of working
• Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation
• Build and maintain stakeholder relationships
• Address customer needs in order to meet or exceed customer expectations
• Act responsibly with work related resources to contribute to cost containment
• Resolve customer queries received through inbound calls
• Answer inbound calls in the eBucks call centre to provide product and service information to customers