Location: Johannesburg, ZA  Reference:

Job Description: Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced call center environment?

Join us as a Service Centre Agent at Nedbank in Johannesburg and be a key player in optimizing client experiences and building lasting relationships with our valued customers.

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Responsibilities:

• Follow the daily work plan diligently to meet targets and deliver efficient services.
• Uphold Nedbank’s core values of honesty, integrity, accountability, respect, and pushing boundaries in all customer interactions and dealings.
• Escalate unresolved queries to management promptly by logging cases in the system.
• Strive to answer 90% of calls within 60 seconds, adhering to Service Level Agreements (SLAs).
• Actively engage with clients and offer them relevant products to achieve monthly lead targets.
• Demonstrate vigilance in call logging to prevent any potential losses for the business.
• Participate in Nedbank’s culture-building initiatives and support corporate social responsibility endeavors.
• Identify opportunities for process and policy improvements, and actively contribute to their implementation.
• Stay informed about industry changes, legislation, and risk standards through regular reading and training sessions.
• Embrace Nedbank’s vision and values, fostering positive interactions with the team and stakeholders.
• Pursue personal growth by seeking relevant training and career progression opportunities with input and feedback from managers.
• Share knowledge with the team to ensure accurate and consistent information is provided to stakeholders.
• Provide clear and concise feedback to management and the back office, ensuring all stakeholders are well-informed.

Requirements:

• Matric / Grade 12 / National Senior Certificate (NQF Level)
• Preferred Qualification: Certificate in Call Centre Operations
• Experience in call center or customer service roles is desirable.

Competencies:

• Building Customer Loyalty: Cultivating strong customer relationships through excellent service.
• Communication: Effective verbal and written communication skills.
• Technical/Professional Knowledge and Skills: Proficiency in administrative procedures, banking knowledge, and relevant software systems.
• Managing Work: Efficiently organizing and prioritizing tasks.
• Adaptability: Embracing change and flexibility in various situations.
• Quality Orientation: Commitment to delivering high-quality results.

Join our dynamic team and make a meaningful impact on our clients’ lives. If you are interested in this position, please contact the Nedbank Recruiting Team at +27 860 555 566. Alternatively, activate job alerts to stay updated on new job openings at Nedbank.

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