Careersroom

Careers Tips and Jobs

.

Service Centre Agent

ByBen Vick

Jul 27, 2023
.
.
.

Job Title: Service Centre Agent

Location:  Johannesburg, ZA

.

Job Family: BSALES AND SERVICES

Career Stream: CALL CENTRE (Service)

Leadership Pipeline: Manage Self: Technical

Job Purpose

To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.

.

Minimum Requirements:

  • NQF Level
  • Matric / Grade 12 / National Senior Certificate
  • Preferred Qualification
  • Certificate: Call Centre

Job Responsibilities

  • Adhere to the daily schedule to ensure that targets are met by following the work plan.
  • Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.
  • Escalate all unresolved queries to management by logging the case on the system.
  • Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.
  • Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
  • Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
  • Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
  • Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
  • Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.
  • Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
  • Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
  • Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
  • Understand the nature of the client’s query by reiterating the key points raised by the client.
  • Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.

Preferred Certifications

.
  • Minimum Experience Level
  • Technical / Professional Knowledge
  • Administrative procedures and systems
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Business writing skills
  • Banking knowledge
  • Banking procedures
  • Cluster Specific Operational Knowledge
  • Business principles
  • Business terms and definitions
  • Governance, Risk and Controls
  • Behavioural Competencies
  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation

APPLY HERE

.

By Ben Vick

Ben Vick is a Content Writer and Creator at Careersroom. He focuses on creating well-researched and unique content and believes that all weaknesses can be turned into strengths with time, effort, and practice.

Leave a Reply

Your email address will not be published. Required fields are marked *

.