{"id":742,"date":"2023-07-28T07:16:46","date_gmt":"2023-07-28T07:16:46","guid":{"rendered":"https:\/\/sendcv.creativemindz.co.za\/?p=742"},"modified":"2023-07-28T07:17:22","modified_gmt":"2023-07-28T07:17:22","slug":"call-aagent","status":"publish","type":"post","link":"https:\/\/sendcv.creativemindz.co.za\/index.php\/2023\/07\/28\/call-aagent\/","title":{"rendered":"Call Agent"},"content":{"rendered":"\n<p>Position<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">Call Agent<\/h1>\n\n\n\n<p>Details<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Location:&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<p id=\"job-location\">Durban, ZA<\/p>\n\n\n\n<p><strong>Date:&nbsp;&nbsp;<\/strong>27 Jul 2023<\/p>\n\n\n\n<p><strong>Reference:&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/rmkcdn.successfactors.com\/dd82a348\/645d9d76-3dbf-412d-8fc9-c.png\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Call Agent : 6 Months Contract<\/strong><\/h2>\n\n\n\n<p>Nedbank Park Square &#8211; Umhlanga, Durban.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Closing Date<\/h2>\n\n\n\n<p>29 July 2023<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Career Stream<\/h2>\n\n\n\n<p>Call Centre (Service)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Leadership Pipeline<\/h2>\n\n\n\n<p>Manage Self: Technical<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Job Purpose<\/strong><\/h2>\n\n\n\n<p>To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Job Responsibilities<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Adhere to the daily schedule to ensure that targets are met by following the work plan.<\/li>\n\n\n\n<li>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.<\/li>\n\n\n\n<li>Escalate all unresolved queries to management by logging the case on the system.<\/li>\n\n\n\n<li>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.<\/li>\n\n\n\n<li>Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.<\/li>\n\n\n\n<li>Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).<\/li>\n\n\n\n<li>Participate and support corporate social responsibility initiatives for the achievement of key business strategies.<\/li>\n\n\n\n<li>Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.<\/li>\n\n\n\n<li>Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.<\/li>\n\n\n\n<li>Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.<\/li>\n\n\n\n<li>Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.<\/li>\n\n\n\n<li>Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.<\/li>\n\n\n\n<li>Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and\/or maintained within specified time frames.<\/li>\n\n\n\n<li>Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.<\/li>\n\n\n\n<li>Understand the nature of the client&#8217;s query by reiterating the key points raised by the client.<\/li>\n\n\n\n<li>Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Minimum Experience Level<\/h2>\n\n\n\n<p>2 years or more Contact Centre experience.<\/p>\n\n\n\n<p>Small Business Services experience within a Banking environment.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Essential Qualifications &#8211; NQF Level<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Matric \/ Grade 12 \/ National Senior Certificate<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Technical \/ Professional Knowledge<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Administrative procedures and systems<\/li>\n\n\n\n<li>Relevant regulatory knowledge<\/li>\n\n\n\n<li>Relevant software and systems knowledge<\/li>\n\n\n\n<li>Business writing skills<\/li>\n\n\n\n<li>Banking knowledge<\/li>\n\n\n\n<li>Banking procedures<\/li>\n\n\n\n<li>Cluster Specific Operational Knowledge<\/li>\n\n\n\n<li>Business principles<\/li>\n\n\n\n<li>Business terms and definitions<\/li>\n\n\n\n<li>Governance, Risk and Controls<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Behavioural Competencies<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Building Customer Loyalty<\/li>\n\n\n\n<li>Communication<\/li>\n\n\n\n<li>Technical\/Professional Knowledge and Skills<\/li>\n\n\n\n<li>Managing Work<\/li>\n\n\n\n<li>Adaptability<\/li>\n\n\n\n<li>Quality Orientation<\/li>\n<\/ul>\n\n\n\n<p><strong>Apply Here:<\/strong> <a href=\"https:\/\/jobs.nedbank.co.za\/job\/Durban-Call-Agent\/963172401\/\">https:\/\/jobs.nedbank.co.za\/job\/Durban-Call-Agent<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Position Call Agent Details Location:&nbsp;&nbsp; Durban, ZA Date:&nbsp;&nbsp;27 Jul 2023 Reference:&nbsp; Call Agent : 6 Months Contract Nedbank Park Square &#8211; Umhlanga, Durban. Closing Date 29 July 2023 Career Stream Call Centre (Service) Leadership Pipeline Manage Self: Technical Job Purpose To provide professional and efficient call services in order to optimise client experience for Nedbank [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[75],"tags":[],"class_list":["post-742","post","type-post","status-publish","format-standard","hentry","category-call-agent","entry"],"_links":{"self":[{"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/posts\/742","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/comments?post=742"}],"version-history":[{"count":2,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/posts\/742\/revisions"}],"predecessor-version":[{"id":746,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/posts\/742\/revisions\/746"}],"wp:attachment":[{"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/media?parent=742"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/categories?post=742"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sendcv.creativemindz.co.za\/index.php\/wp-json\/wp\/v2\/tags?post=742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}