Call Agent Vacancies at Nedbank Sugar Mill x 17 Positions

Posted on :

16 Jun, 2014

Category :

Call Centre Jobs in South Africa

Applications accepted until: 17th of Jun, 2014
Advert Code: CALLAGRET17
Available openings: 17
Nedbank Sub Division Cluster
Nedbank Integrated Channels
FAIS Affected:
Location: Nedbank Contact Centre ,Sugar Mill Campus – Mount Edgecombe – Durban


Job Purpose:
To proactively retain existing clients through providing a consistent client experience and value add client propositions. This will be achieved by A) outbound: contacting potential attritors based on customer research data b) inbound: responding to internal transfers or leads generated from elsewhere in the team


Key Performance Areas:


“focus on client retention and efficient quality service. Identify needs and prepare value add offer to meet client need prior to making call based on data provided

Communicate value add proposition to client
Fulfil client need and/or resolve issues
Escalate on value proposition where appropriate
Identify any cross sell opportunity and refer
Respond to and process retention leads OR work from pre-loaded data and new leads – process is a First call resolution
Complete all on call capturing accurately and quickly
Provide ongoing feedback for continuous improvement
Deliver consistent client experience adhere to SLAs, compliance and regulatory requirements achievement of set objectives”



“live the values

Improve own assessment skills and knowledge
Formal and informal training and research””
Agree BSC and development plan
Attend relevant coaching and training initiatives as planned
Build and maintain relationships with all stakeholders”


Essential Qualifications:
1 year call centre experience
6 months sales experience


Preferred Qualifications:
Call Centre course


Job Related Experience:
1 year call centre experience
6 months sales experience


Technical Competencies:


  • Systems
  • All Nedbank product offerings
  • Product
  • Card; Transactional Banking Products
  • Product
  • All business processes relevant to the product
  • Process
  • Banking Platform
  • Systems
  • Scopus
  • Systems
  • NTE knowledge
  • Systems
  • Internet and intranet
  • Systems
  • Right Fax
  • Systems
  • Plastic Stock Mngt
  • Systems
  • TransAct
  • Systems
  • Microsoft Office Products
  • Systems
  • Tracker
  • Systems


Behavioural Competencies:

10% Resilience

5% Empathy

20% Client Centricity

20% Verbal Communication

5% Team work

30% Influencing

10% Problem Solving


Required Industry Acumen:
Call Centre Industry
Number Of People Reporting Directly Into Job:
Compliance/Legislative Requirements:

Working Time:
7:00am to 19:00pm
Travel Requirements:
Equity Statement:
Preference will be given to applicants from designated groups and suitable internal candidates in line with Nedbank’s policies.

Click here to apply online

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