Call Agent – Inbound and Outbound

by

Call Agent – Inbound and Outbound (Fixed-Term Contract) | Nedbank Careers Durban

Apply for Call Agent Jobs in Durban, KwaZulu-Natal

Nedbank is currently building a talent pipeline for the position of Call Agent – Inbound and Outbound within its Consumer Contact Centre division based in Umhlanga, Durban, KwaZulu-Natal. This fixed-term contract opportunity is ideal for candidates with call centre experience who are passionate about customer service, communication, and helping clients achieve their banking goals.

Successful candidates will be responsible for delivering professional inbound and outbound call services, resolving customer queries, promoting banking products, and maintaining excellent customer relationships while adhering to service level agreements and compliance requirements.

Job Details

Position: Call Agent – Inbound and Outbound 1
Reference Number: REQ 142704
Job ID: 145704
Company: Nedbank
Location: Durban
Area: Umhlanga, KwaZulu-Natal
Job Type: Fixed-Term Contract
Industry: Banking and Financial Services
Department: Consumer Contact Centre
Career Stream: Call Centre (Service)
Leadership Pipeline: Manage Self: Technical

Job Purpose

The Call Agent will provide efficient and professional customer service through inbound and outbound communication channels. The role focuses on enhancing customer experience, resolving banking queries, generating sales leads, and ensuring compliance with Nedbank’s operational standards.

Key Responsibilities

  • Handle inbound and outbound customer calls professionally.
  • Adhere to daily schedules and performance targets.
  • Resolve customer queries efficiently and accurately.
  • Escalate unresolved issues through the appropriate channels.
  • Meet service level agreement requirements.
  • Generate monthly sales leads by identifying customer needs and recommending suitable products.
  • Ensure accurate call logging and record keeping.
  • Support business risk management and compliance processes.
  • Participate in company culture and transformation initiatives.
  • Contribute to process improvements and operational efficiencies.
  • Stay informed on banking regulations, policies, and industry updates.
  • Maintain excellent communication with customers and internal stakeholders.
  • Participate in training and continuous professional development activities.

Minimum Requirements

Essential Qualifications

  • Matric / Grade 12 / National Senior Certificate.
  • Clear criminal record.
  • Clear ITC (credit) record.

Experience Required

  • Minimum 1–2 years of call centre experience within a customer service environment.

Skills and Competencies

  • Strong verbal and written English communication skills.
  • Basic computer literacy.
  • Basic numerical ability.
  • Customer service orientation.
  • Problem-solving skills.
  • Time management abilities.
  • Adaptability and flexibility.
  • Quality-focused mindset.
  • Ability to work under pressure.
  • Administrative and organizational skills.

Technical Knowledge Required

Candidates should possess knowledge of:

  • Banking procedures and operations.
  • Customer service processes.
  • Relevant banking regulations.
  • Administrative systems and procedures.
  • Business writing and communication.
  • Governance, risk, and compliance principles.
  • Contact centre software and systems.

Behavioural Competencies

The ideal candidate should demonstrate:

  • Building customer loyalty
  • Effective communication
  • Managing work efficiently
  • Adaptability
  • Technical and professional competence
  • Strong quality orientation
  • Professionalism and integrity

Why Join Nedbank?

Nedbank is one of South Africa’s leading financial institutions, committed to delivering innovative banking solutions while creating opportunities for employee growth and development. Employees benefit from ongoing training, career advancement opportunities, and a supportive work environment focused on excellence and customer satisfaction.

How to Apply

Interested candidates who meet the minimum requirements should submit their application through the official Nedbank Careers platform before the advertised closing date.

Recruitment Enquiries:
Nedbank Recruiting Team: +27 860 555 566

Apply Here