Call Agent - Inbound and Outbound 1

Requisition and Specialist Recruiter Details

REQ 142704  -  Sabelo Phiri
Closing Date  -  ()
This is a PIPELINE advert

Cluster and Location

Total Business Banking and Retail - Nedbank Contact Centre - Consumer

Umhlanga, Durban, KwaZulu Natal 

Career Stream

CALL CENTRE (Service)

Leadership Pipeline

Manage Self: Technical

Call Agent - Fixed Term Contract

Job Purpose

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.

Requirements

• Successfully completed Matric / Grade 12 / National Senior Certificate a must 


• Min 1 - 2 Years' Call Centre experience within the Services team  


• Clear ITC and Criminal Record a must


• Basic computer knowledge


• Good Command of English, written and spoken


• Basic Numerical Ability

Technical / Professional Knowledge

Behavioural Competencies