Location: Various
Closing Date: 26 October 2024
Overview:
Join FNB, the home of #changeables, where we design for innovators and provide products and services we’re proud of, driven by the exceptional people who make it all possible. As part of the FNB Life team, you’ll collaborate with unique talents in a dynamic environment that values curiosity, adaptability, and innovation.
This learnership programme offers a great opportunity to develop your skills in a call centre environment while contributing to exceptional customer service.
Key Responsibilities:
As a Call Centre Learner, you will:
-Act responsibly with resources to contribute to cost management.
-Address customer needs to meet or exceed expectations.
-Build and maintain strong relationships with stakeholders.
-Foster a culture of service excellence, allowing for feedback and continuous improvement.
-Innovate by finding more efficient ways to improve customer experiences.
-Adapt to changing circumstances and remain flexible in the work environment.
-Engage with diverse ideas, build on them, and avoid duplicating efforts.
-Participate in the business innovation process and contribute to new initiatives.
-Plan and execute tasks to meet deadlines and quality standards.
-Attend and facilitate meetings as required.
-Maintain documentation and share information with the team.
-Work according to FNB’s values and code of ethics.
-Adhere to governance and compliance standards and escalate issues when necessary.
-Identify and escalate risks as part of your role.
-Take ownership of resolving customer complaints and dissatisfaction.
-Deliver exceptional service in line with Service Level Agreements (SLAs).
-Respond to customer queries through phone, email, and live chat, ensuring resolution.
-Follow up on queries and liaise with stakeholders to ensure full resolution.
-Make outbound calls to request documentation or follow up on unresolved issues.
-Assist branch consultants with eBucks queries and advise customers on eBucks Shop orders.
-Continuously seek feedback to improve your performance and request training when needed.
-Contribute as a valued team player, demonstrating collaboration and teamwork.
Requirements:
- 1–2 years of experience in a call centre (advantageous)
- Matric (Grade 12) qualification is required
What You’ll Gain:
- Networking and collaboration opportunities
- A challenging and agile working environment
- Opportunities for innovation and ownership of initiatives from start to finish
Ideal Candidate Attributes:
- Adaptable and curious
- Strong analytical skills
- Ability to thrive in a collaborative environment
HOW TO APPLY:
MORE VACANCIES: