Nedbank - Call Centre vacanices

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.

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)

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Certificate: Call Centre

Type of Exposure

Working with a group and individually to identify alternative solutions to a problem
Capturing data
Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)
Checking accuracy of reports and rec
Communicating internally
Managing conflict situations
Building and maintaining effective relationships with diverse internal and external stakeholders
Sharing information in different ways to increase internal stakeholders understanding
Managing customer expectations
Comparing two or more sets of information
Interacting with diverse people
Interacting with external clients
Working in a fast-paced and changing environment
Working in a team


Technical / Professional Knowledge

Microsoft Office
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 (includes Time Management)
Adaptability
Quality Orientation

How to apply for this:

APPLY HERE

Closing date: 17-03-2017