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Call Centre Agent

Call Centre Agent

Company: FirstRand Group

Salary: Market Related

Location: Johannesburg, Gauteng

Closing Date: 24 August 2024

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Description

The Call Centre Agent will be required to work on voice calls, queries and secure chat based on workload and resourcing across the different channels.

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Responsibilities

Long relevant queries for investigations when FCR is not possible.
Manage client’s expectations in terms of timelines for resolution.
Manage turnaround times on queries logged.
Obtain a 9+ OSTY rating based on service provided.
Maintain service level by remaining available to answer calls according to scheduled times.
Maintain service level by remaining available to answer calls/chats and knowledge query work items accordingly.
Maintain scope of knowledge relating to the eBucks reward program, FNB’s product offerings, eBucks campaign.
Query management.
Query work item vetting and assigning and management of out of office intrays.
Query turnaround time management.
Daily management of outstanding work items.
Escalation of outstanding work items.
Sharing of complaints management processes and best practices.

Requirements

Minimum qualification - Matric.
Good customer service experience.

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