Job Expired

To handle inbound and outbound customer interactions-calls, electronic communications, and queries-in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectives- Act responsibly with work related resources to contribute to cost containment.
– Address customer needs in order to meet or exceed customer expectations.
– Build and maintain stakeholder relationships.
– Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
– Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.
– Be flexible and adapt to changing circumstances.
– Deliberately seek diverse opinions, build on ideas and do not duplicate effort.
– Participate in the innovation process in the business and contribute toward new innovations against objectives.
– Plan and complete activities within area of work to meet set time and quality standards.
– Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.
– Maintain documentation and share information with the team where applicable.
– Execute own work in accordance with the organisational values and code of ethics.
– Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
– Identify and escalate risk as normal part of work.
– Contribute to client service delivery culture through adherence to approved organisational service delivery principles.
– Resolve customer dissatisfaction/complaints by taking ownership of the problem.
– Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
– Plan and schedule activities to improve service.
– Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
– Follow up with customers to ensure resolution of query by other stakeholders where relevant.
– Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
– Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.
– Assess own performance through seeking timely and clear feedback and request training where appropriate.
– Demonstrate teamwork as a valued team player.

Job Summary

Type: full-time
Location: Windhoek
Category: Customer Service
Closing Date: 2026-09-02

Key Responsibilities

To handle inbound and outbound customer interactions-calls, electronic communications, and queries-in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectives- Act responsibly with work related resources to contribute to cost containment.
Address customer needs in order to meet or exceed customer expectations.
Build and maintain stakeholder relationships.
Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.
Be flexible and adapt to changing circumstances.
Deliberately seek diverse opinions, build on ideas and do not duplicate effort.
Participate in the innovation process in the business and contribute toward new innovations against objectives.
Plan and complete activities within area of work to meet set time and quality standards.
Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.
Maintain documentation and share information with the team where applicable.
Execute own work in accordance with the organisational values and code of ethics.
Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
Identify and escalate risk as normal part of work.
Contribute to client service delivery culture through adherence to approved organisational service delivery principles.
Resolve customer dissatisfaction/complaints by taking ownership of the problem.
Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
Plan and schedule activities to improve service.
Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
Follow up with customers to ensure resolution of query by other stakeholders where relevant.
Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.
Assess own performance through seeking timely and clear feedback and request training where appropriate.
Demonstrate teamwork as a valued team player.

How to Apply

To apply, please visit: firstrand.wd3.myworkdayjobs.com

About the Company

FNB Namibia (First National Bank) stands as a cornerstone of financial services across the nation. This prominent bank provides a comprehensive suite of banking solutions, catering to individuals, small businesses, and large corporations throughout Namibia. With a robust network of branches and ATMs, alongside advanced digital platforms, FNB Namibia ensures accessible and innovative financial support for its diverse clientele. The institution plays a pivotal role in the country's economic development, fostering growth and financial inclusion. Operating as a proud member of the broader FirstRand Group, FNB Namibia is deeply committed to empowering its customers and communities within the Namibian landscape.

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Frequently Asked Questions

What qualifications or certifications are typically required for a Call Centre Agent-3 role at FNB in Namibia?

A minimum of Grade 12 (NSSC Ordinary or Higher Level) is required, and proficiency in English is essential; additional certificates in customer service, IT literacy (e.g., Microsoft Office), or short courses from institutions like NAMCOL or UNAM’s short learning programmes are viewed favourably. While not mandatory, experience in a Namibian call centre or exposure to banking products strengthens applications.

What does a typical day look like for a Call Centre Agent-3 in Namibia?

Agents handle inbound and outbound calls related to account inquiries, transaction support, fraud alerts, and basic product information—often using FNB’s local CRM and telephony systems. Shifts may include mornings, afternoons, or weekends to align with Namibian customer demand patterns, and adherence to FNB’s service standards and local data privacy guidelines (e.g., Data Protection Act, 2018) is expected.

How does the work culture and expectations for this role differ in Namibia compared to other countries?

Namibian call centres emphasise respectful, patient communication aligned with local norms—such as using appropriate titles (e.g., 'Mr./Ms.'), acknowledging public holidays like Independence Day or Heroes’ Day, and accommodating regional language sensitivities where possible. Team collaboration, punctuality, and adherence to FNB’s internal conduct policies—including those reflecting Namibia’s Employment Act—are consistently prioritised.

What realistic career progression opportunities exist for a Call Centre Agent-3 within FNB or the broader Namibian financial sector?

High-performing agents may progress to roles such as Senior Call Centre Agent, Team Leader, or Quality Assurance Analyst, often supported by internal training and FirstRand’s leadership development pathways. External growth into banking operations, credit assessment, or digital customer experience roles is also common, especially with further study through Namibian-accredited providers like the Bankers’ Association of Namibia (BAN) or UNAM’s part-time programmes.

What standard benefits (leave, medical aid, pension) can I expect in this full-time role in Namibia?

FNB offers statutory benefits including 22 days annual leave, sick leave per the Namibian Labour Act, and maternity/paternity leave in line with national requirements. Medical aid is typically provided through a group scheme (e.g., Discovery Health Namibia or similar), and pension contributions follow the Namibian Pension Funds Act, with both employer and employee contributions mandated.

How do I apply, and what do Namibian employers like FNB specifically look for in candidates for this role?

Applications must be submitted via FNB Namibia’s official careers portal—CVs should highlight local work history, customer service examples, and any Namibian qualifications or references. Employers assess clear communication in English, cultural awareness (e.g., understanding of Namibian banking regulations or mobile money platforms like M-Pesa Namibia), and reliability—verified through reference checks with prior Namibian employers or institutions.

Banking Call Centre Customer Support