Area: Durban, ZA

Depiction: Nedbank Recruiting

Profession Stream:CALL Center (Service)

Occupation Purpose

To give proficient and productive call benefits keeping in mind the end goal to upgrade customer encounter for Nedbank customers and guarantee proceeded with connections are made and kept up.

Employment Responsibilities

  • Hold fast to the day by day calendar to guarantee that objectives are met by following the work design.
  • Take after Nedbank procedures and qualities, for example, genuineness; trustworthiness; responsibility; regard and pushing past limits while noting calls and when managing inward and outside relations.
  • Heighten every single uncertain question to administration by logging the case on the framework.
  • Answer 90% of all calls inside 60 seconds (90/60) according to Service level Agreements (SLA) Generate lead targets required on a month to month premise by offering items to the customers.
  • Anticipate misfortunes that may happen in the business by being careful and ensuring all calls are logged effectively.
  • Add to a culture helpful for the accomplishment of change objectives by taking an interest in Nedbank Culture building activities (e.g. staff studies and so forth.).
  • Take an interest and bolster corporate social duty activities for the accomplishment of key business procedures.
  • Recognize and prescribe chances to improve forms; frameworks and approaches and bolster execution of new procedures; arrangements and frameworks.
  • Stay informed concerning enactment and other industry changes those effects on part by perusing the important bulletins; sites and going to sessions.
  • Stay up with the latest with hazard benchmarks by perusing; understanding and finishing the refreshed manuals each time they are conveyed and consenting to the terms.
  • Comprehend and grasp the Nedbank vision and exhibit the qualities through connection with group and partners.
  • Enhance individual capacity and remain side by side of improvements in field of aptitude by recognizing instructional classes and vocation movement for self through info and criticism from chiefs
  • Guarantee self-improvement and empower adequacy in execution of parts and obligations by guaranteeing all learning exercises are finished; encounter rehearsed and accreditations got and additionally kept up inside indicated time spans.
  • Guarantee data is given effectively to partners by keeping up information offering learning to group.
  • Comprehend the idea of the customer’s inquiry by emphasizing the key focuses raised by the customer.
  • Give nonstop input to administration and the back office and guarantee that partners are additionally refreshed through correspondence of data required by the distinctive partners.

Least Experience Level

  • Least 1 year client benefit understanding
  • Fundamental Qualifications – NQF Level
  • Matric/Grade 12/National Senior Certificate
  • Call Center experience


Sort of Exposure

  • Working with a gathering and exclusively to recognize elective answers for an issue
  • Catching information
  • Finishing different regulatory and secretarial obligations (e.g.; noting telephones; making duplicates; documenting)
  • Checking exactness of reports and rec
  • Imparting inside
  • Overseeing struggle circumstances
  • Building and keeping up viable associations with differing inner and outer partners
  • Sharing data in various approaches to increment inward partners understanding
  • Overseeing client desires
  • Looking at least two arrangements of data
  • Communicating with assorted individuals
  • Communicating with outer customers
  • Working in a quick paced and changing condition
  • Working in a group

Specialized/Professional Knowledge

  • Microsoft Office
  • Authoritative methods and frameworks
  • Significant administrative information
  • Significant programming and frameworks information
  • Business composing aptitudes
  • Managing an account information
  • Managing an account methods
  • Bunch Specific Operational Knowledge
  • Business standards
  • Business terms and definitions
  • Administration, Risk and Controls

Behavioral Competencies

  • Building Customer Loyalty
  • Correspondence
  • Specialized/Professional Knowledge and Skills
  • Overseeing Work (incorporates Time Management)
  • Flexibility
  • Quality Orientation



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