Contact Centre Agent

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Job Description

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met

Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service

Demonstrate teamwork as a valued team player

Assess own performance through seeking timely and clear feedback and request training where appropriate

Contribute to innovation by finding faster and more accurate ways of working

Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation

Build and maintain stakeholder relationships

Address customer needs in order to meet or exceed customer expectations

Act responsibly with work related resources to contribute to cost containment

Resolve customer queries received through inbound calls

Answer inbound calls in the eBucks call centre to provide product and service information to customers

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

First National Bank Zambia Ltd (FNB) image
First National Bank Zambia Ltd (FNB)
Personal banking
Business banking
Corporate finance
Electronic payment systems
First National Bank Zambia (FNB) is a subsidiary of the South African banking group FirstRand Group, with operations in Botswana, Lesotho, Mozambique, Namibia and Swaziland. Established in 2009 in Zambia it offers a wide range of banking products, including cheque and savings accounts, personal and home loans, student loans, mortgage loans, business loans, credit and debit cards, vehicle finance, investments, online and mobile banking as well as corporate finance.