CLOSING DATE: 28 August 2024
JOB 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.
ARE YOU SOMEONE WHO CAN:
- 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
QUALIFICATIONS:
- Minimum qualification – Matric
- Good customer service experience.
YOU WILL HAVE ACCESS TO:
- Opportunities to network and collaborate.
- Challenging Working
- Opportunities to innovate.
We can be a match if you are:
- Curious & courageous – you are driven by always wanting to know more and learn more and you are brave enough to
- Obsessed with mastery – you know what it takes to become good at what you do and are constantly pushing yourself to do it.