Jobs Learnerships Internships Apprenticeship
Job Title:
Service Centre Agent
Location:
Johannesburg, South Africa
Reference Number:
136860
Job Purpose
To deliver professional and efficient call services, optimizing the client experience for Nedbank clients while fostering lasting relationships.
Key Responsibilities
Client Interaction:
- Adhere to daily schedules to meet targets.
- Follow Nedbank’s values: honesty, integrity, accountability, respect, and pushing boundaries.
- Respond to 90% of calls within 60 seconds (90/60 SLA).
Query Resolution:
- Escalate unresolved queries to management by logging cases.
- Ensure accurate logging of calls to prevent losses.
- Keep clients updated by reiterating key points and providing clear information.
Sales and Lead Generation:
- Achieve monthly lead targets by offering products to clients.
Process and Policy Adherence:
- Identify and recommend enhancements to processes, systems, and policies.
- Stay informed about industry changes, risk standards, and legislative updates.
Collaboration and Culture Building:
- Contribute to transformation goals and corporate social responsibility initiatives.
- Share knowledge with team members and stakeholders.
Personal Development:
- Engage in training and career progression opportunities.
- Complete certifications and ensure personal growth to enhance role effectiveness.
Qualifications and Certifications
- Essential: Matric / Grade 12 / National Senior Certificate.
- Preferred: Certificate in Call Centre.
Knowledge and Skills
- Administrative procedures and systems.
- Banking knowledge and procedures.
- Relevant regulatory and software knowledge.
- Business writing skills.
Behavioral Competencies
- Building Customer Loyalty.
- Communication.
- Adaptability.
- Managing Work.
- Quality Orientation.
This position is ideal for individuals passionate about client service, who can handle inquiries with professionalism while contributing to business goals.
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