Call Centre Agent
Location: Johannesburg, South Africa
Job Type: Part-Time
Closing Date: 22 April 2025
Job Requisition ID: R32699
About the Role
First National Bank (FNB), a member of the FirstRand Group, is currently seeking dynamic, customer-focused individuals to join its team as Call Centre Agents on a part-time basis in Johannesburg. This role is ideal for candidates who are passionate about delivering exceptional customer service, solving queries efficiently, and building long-term customer relationships within a high-performance banking environment.
As a Call Centre Agent, you will be responsible for handling inbound and outbound customer interactions across various platforms including telephone, email, and live chat. Your main objective will be to resolve queries, provide information, and offer the highest quality service that aligns with FNB’s commitment to customer excellence.
Key Responsibilities
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Handle incoming and outgoing calls in a professional and efficient manner.
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Respond to customer queries via email, phone, and live chat channels.
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Assist customers with banking queries including eBucks, online shopping support, account issues, and product inquiries.
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Provide first-contact resolution to customer concerns, ensuring customer satisfaction and retention.
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Escalate unresolved queries to relevant departments while maintaining ownership of the issue until it’s resolved.
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Update customer records accurately on internal systems.
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Adhere to all internal policies and procedures, including FNB’s Code of Ethics.
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Monitor customer feedback and contribute ideas to improve service quality and operational efficiency.
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Meet or exceed service level agreements (SLAs) and performance metrics related to response time, customer satisfaction, and quality assurance.
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Collaborate with internal departments to facilitate query resolution or document follow-ups.
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Support branch consultants and clients with technical guidance related to FNB’s products and services.
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Process outbound follow-up calls for outstanding documentation, product queries, or campaign-related communication.
Minimum Requirements
To be considered for the part-time Call Centre Agent position, applicants must meet the following:
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Grade 12 / Matric certificate (essential).
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At least 1–2 years of experience in a customer service, call centre, or retail environment.
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Excellent verbal and written communication skills.
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Strong interpersonal skills with the ability to build rapport quickly.
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Computer literacy and proficiency with MS Office and digital banking platforms.
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Familiarity with FNB products and services will be an added advantage.
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Ability to work flexible shifts, including evenings and weekends, as required.
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High levels of professionalism, patience, and emotional intelligence.
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Strong attention to detail, with the ability to multitask in a fast-paced environment.
Competencies and Attributes
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Customer-centric mindset.
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Conflict resolution and problem-solving skills.
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Ability to manage time and prioritize tasks efficiently.
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Strong sense of accountability and responsibility.
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Ability to adapt to changing business needs and technologies.
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Team-oriented with a willingness to support colleagues and share knowledge.
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Passion for innovation and continuous improvement.
Why Join FNB?
FNB is more than just a bank. It’s a brand built on innovation, service excellence, and meaningful relationships. The organisation is recognised globally for its award-winning banking app, eBucks rewards program, and its focus on transformational banking that improves the lives of South Africans.
By joining FNB as a Call Centre Agent, you’ll become part of a team that values diversity, personal growth, and sustainable development. Whether you’re looking to gain experience in financial services or grow within the organisation, this is a great opportunity to make a real difference.
Benefits of Working at FNB
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Flexible part-time work arrangement.
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Inclusive and dynamic work culture.
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Exposure to South Africa’s leading digital banking services.
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Training and development opportunities for career growth.
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Supportive management and team environment.
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Opportunity to be considered for full-time positions within the group.
Employment Equity Commitment
FirstRand Group is committed to Employment Equity and aims to provide equal opportunities to all applicants. Preference will be given to individuals from underrepresented groups, including persons with disabilities. Candidates are encouraged to disclose their disability status voluntarily, in line with our inclusive recruitment process.
How to Apply
Interested candidates are encouraged to apply directly on the FNB Careers Portal or via internal HR channels before the closing date of 22 April 2025.
Please ensure all documentation is uploaded, including a comprehensive CV and copies of your qualifications.
Due to the high volume of applications, only shortlisted candidates will be contacted. If you do not hear back from us within 21 days, please consider your application unsuccessful.
Frequently Asked Questions (FAQs)
Q: Is this a work-from-home opportunity?
A: The position is currently office-based in Johannesburg, with future flexibility depending on team performance and business needs.
Q: What are the working hours?
A: As this is a part-time role, shifts may vary. Evening, weekend, and public holiday shifts may be required.
Q: Is prior call centre experience necessary?
A: While it is preferred, FNB also considers candidates with strong customer service backgrounds from retail, hospitality, or related industries.
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