About this role
Job Description
Responsible for delivering high-quality customer service through telephone and digital channels, ensuring that customer queries are addressed promptly and resolved efficiently. Acts as a key point of contact to enhance customer satisfaction and support continuous service improvement.- Drive significant growth and profitability in the context of cost management.
- Manage costs / expenses within approved budget to achieve cost efficiencies.
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
- Resolve all customer queries efficiently, and within agreed timelines.
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Ensure all communications with clients are professional, resulting in compliments.
- Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
- Ensure efficiency of service productivity and performance in Call Centre.
- Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
- Report on required Call Centre activities and deliveries to improve business results.
- 2+ years Call Center experience
- Matric qualification as a minimum (Any Diploma preferred)
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
05/02/26All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
Other facts
About FirstRand Bank India
FirstRand Bank India is a licensed financial services provider in India and a fully-fledged branch of FirstRand Bank Limited South Africa. The bank opened its doors for trade in 2009 after being granted a full-scale commercial banking license. Based in Mumbai, FirstRand Bank India is a member of the Indian banking fraternity - offering banking services to its clients active in the Indo-African corridor and within
India across corporate banking, investment banking, fixed income, currency and commodity products, and structured products.
What you'll do
- The Contact Center Advisor is responsible for delivering high-quality customer service through various channels and resolving customer queries efficiently. They also maintain expert knowledge on products and ensure compliance with governance and audit requirements.
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