CALL CENTRE AGENT-2 – FNB (First National Bank), part of FirstRand Group 6 views

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