Call Centre Agent

Location: various provinces
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related

 

**Join Our Customer Service Team at FirstRand Group**

We are seeking a dedicated individual with strong customer service and administrative skills to join our team at the Mtubatuba Insurance Office, part of the FirstRand Group. As a company with over 100 years of history, we are committed to customer-centric values, employee development, and rewarding exceptional performance.

**Job Description**
You will handle incoming and outgoing customer interactions via calls, emails, and live chats, ensuring customer needs and business objectives are met while adhering to standard operating procedures. Your role will contribute to a culture of service excellence, cost containment, and continuous improvement.

**Key Responsibilities**
– Respond to customer queries via phone, email, and live chat, ensuring full resolution
– Follow up with customers to confirm query resolution by relevant stakeholders
– Place outbound calls to request outstanding documentation or follow up on incomplete queries
– Assist branch consultants with eBucks queries and advise customers on eBucks Shop orders
– Resolve customer complaints by taking ownership and delivering solutions per SLA agreements
– Maintain accurate documentation, share information with the team, and adhere to governance and compliance standards
– Contribute to service delivery culture by adhering to organizational principles
– Innovate to enhance customer experience and participate in the business innovation process
– Plan and complete tasks to meet time and quality standards, attending and facilitating meetings as needed
– Identify and escalate risks, ensuring compliance with organizational values and code of ethics
– Assess performance through feedback, request training as needed, and demonstrate teamwork

**General Responsibilities (from Mtubatuba Insurance Office Context)**
– Manage reception duties and operate the switchboard
– Provide excellent client services and handle petty cash
– Perform typing, data input, and document scanning
– Maintain accurate records and perform general office tasks

**Requirements**
– Grade 12 (Matric)
– 2-3 years of experience in customer service or administrative roles, preferably in insurance
– Knowledge of TCF/FSCA and relevant legislative requirements
– Excellent verbal and written communication skills
– Computer literacy (MS Office, email, and relevant systems)
– Strong customer service orientation and attention to detail
– Ability to work under pressure, plan effectively, and show initiative
– Team player with adaptability to changing circumstances
– Self-motivated with the ability to evaluate situations based on merit

**Job Details**
– **Application Deadline:** 22 April 2025 (Applications will not be accepted after this date)
– All appointments align with FirstRand Group’s Employment Equity plan.
– The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may voluntarily disclose disability information, which will remain confidential unless legally required to be shared.

**Why Join Us?**
Work for a values-driven organization that prioritizes customer satisfaction, innovation, and employee growth. Enjoy a competitive remuneration package and opportunities to develop your career in a supportive, dynamic environment.

**How to Apply**
Submit your application with relevant qualifications and attachments before the closing date. Join us to deliver exceptional service and contribute to our legacy of excellence.

 

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