Call Centre Agent/Customer Service Agent– FNB

Job Title: Call Centre Agent

Location: Various

Purpose

Telephonic communication with the client base to provide accurate product information in line with standard protocols.

Minimum Qualification: 

• Grade 12.
• Experience: 2 year’s related experience.
• Person must not be an unrehabilitated insolvent.
• Additional information and responsibilities

Additional Requirements:

• Commerical Insurance experience is a must. Needs to have worked with brokers or in a broker environment. Admin and data capturing experience is essential. Commercial call centre experience will be beneficial. Relationship building will be a requirement. In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Responsibilities:

• Drive significant growth and profitability in the context of cost management.
• Manage costs / expenses within the approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and the consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in the Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
• Report on required Call Centre activities and deliveries to improve business results.