FNB Call Centre Agent Part-Time Position 2025
Additional Information
- Position Title: Call Centre Agent
- Company: First National Bank (FNB)
- Location: Johannesburg, Gauteng, South Africa
- Time Type: Part-time (Flexi 12-Month Contract)
- Closing Date to Apply: 10 June 2025
- Job Requisition ID: R35072
Applicants are encouraged to apply before the closing date, as late submissions will not be accepted. The recruitment process will adhere to the FirstRand Group’s Employment Equity plan. Candidates living with disabilities are encouraged to disclose this voluntarily.
Background & Job Description
FNB, a renowned financial service provider under the FirstRand Group, is offering a part-time Call Centre Agent position on a 12-month flexible basis. This opportunity is ideal for individuals passionate about customer service and communication, looking to grow within the banking and finance sector.
As a Call Centre Agent, you will be responsible for handling inbound and outbound customer interactions—be it via phone, email, or live chat. The role demands high attention to detail, empathy, and excellent communication skills to address client needs and contribute to FNB’s culture of service excellence.
Tasks
- Manage incoming and outgoing customer calls, emails, and live chats to resolve queries efficiently.
- Follow up with customers to confirm query resolution or escalate unresolved issues to relevant departments.
- Support operational calls such as documentation requests or incomplete query follow-ups.
- Advise customers on eBucks Shop orders and assist branch consultants with eBucks-related queries.
- Maintain accurate records and documentation of interactions and share information with the internal team.
- Attend required team meetings and adhere to set work schedules and quality standards.
- Act in alignment with FNB’s organisational values, ethics, and compliance standards.
- Innovate and contribute to improving service processes and customer experiences.
- Take ownership of customer complaints and dissatisfaction, ensuring appropriate resolutions.
- Engage proactively in a team-oriented environment and contribute to knowledge sharing.
- Monitor personal performance through feedback and request relevant training when necessary.
Qualifications
- Grade 12 / Matric Certificate (minimum educational requirement)
- Additional training in customer service or communication will be an advantage
Experience
- 0–2 years of experience in a call centre or customer service environment
- Proven ability to communicate clearly and effectively via multiple platforms (phone, email, chat)
- Familiarity with banking or financial products is beneficial, but not mandatory
- Experience with CRM systems or call logging tools is a plus
Brief Company Contact Details
- Company: First National Bank (FNB)
- Parent Group: FirstRand Group
- Location: Johannesburg, Gauteng
- Website: www.fnb.co.za
- Application Deadline: 10 June 2025
- Equal Opportunity Employer: Yes, with focus on inclusivity and support for individuals with disabilities
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