FNB Call Centre Agents (Apply with Grade 12) 2024 First National Bank (FNB) is one of South Africa’s leading financial institutions, known for its dedication to innovation, customer-centric services, and employee growth. Among the many career opportunities at FNB, the role of a Call Centre Agent stands out as a vital position that supports the bank’s mission of delivering outstanding customer service. For graduates and individuals with a keen interest in banking, this role offers an entry point into a dynamic and fulfilling career.
- Company : First National Bank
- Location : Johannesburg, South Africa
- Closing date: 28 August 2024
The Position of a Call Center Agent at FNB Call Centre FNB agents handle a wide range of customer contacts across numerous channels, including voice conversations, secure chats, and query management. The primary goal of this function is to promptly address customer inquiries and ensure customer satisfaction by managing expectations and turnaround times. As an agent, you will be immersed in a culture that values inquiry, adaptability, and lifelong learning. Working with FNB allows you to engage with a varied talent pool in a fast-paced workplace.
The bank fosters curiosity, therefore Call Centre Agents are encouraged to constantly enhance their skills and expertise. This is especially crucial in the banking industry, where knowing products, services, and reward systems like eBucks.
The Call Centre Agent position at FNB entails a variety of responsibilities that are critical to the bank’s customer service strategy. Here are some of the major tasks: Handling Queries: Agents are responsible for managing long and complex queries, particularly when First Contact Resolution (FCR) is not an option. This includes conducting thorough investigations and ensuring that clients receive fast feedback.
customer Expectation Management:
Managing customer expectations regarding inquiry resolution timescales is a vital component of the work. Maintaining excellent service standards requires keeping consumers up to date on the status of their requests.
Service Level Maintenance:
Agents must be accessible to answer calls, chats, and knowledge inquiry work items at the scheduled times. Maintaining service levels is critical to guaranteeing.
Requirements and Qualifications
To qualify for the position of Call Centre Agent at FNB, candidates must meet the following minimum requirements:
- Minimum Qualification: Grade 12 / Matric
- Customer Service Experience: Previous experience in customer service is essential for this role.
This includes:
Curiosity and Courage: The ability to constantly learn and adapt is essential in a fast-paced banking environment. Being interested implies always wanting to learn more, and being courageous involves taking the initiative to address problems, especially in difficult situations.
Mindset: To provide exceptional customer service, you must first understand your customers’ needs and then effectively manage their expectations. Agents must be able to communicate effectively, manage concerns with care, and make clients feel appreciated. Product Knowledge: A thorough understanding of FNB’s products, services, and rewards programs is required. Agents must be able to deliver correct information and assist consumers with varied inquiries about banking.
How to Apply?
Apply Online for the First National Bank (FNB): Call Centre Agents