Call Centre Agent – Johannesburg | Job Summary and Application Guide
Position Overview
Role: Call Centre Agent
Location: Johannesburg
Company: FirstRand Bank
Employment Type: Part Time
Job Requisition ID: R50775
Closing Date: 27 June 2026
FirstRand Bank is offering an opportunity for a motivated and customer-focused individual to join their team as a Call Centre Agent in Johannesburg. This role is ideal for someone who enjoys assisting people, solving problems, and providing excellent customer service through different communication channels.
The Call Centre Agent will be responsible for handling both inbound and outbound customer interactions, including telephone calls, electronic communications, and customer queries. The successful candidate will play an important role in ensuring customers receive efficient, professional, and solution-focused service while supporting the organisation’s business objectives.
This position requires an individual who can communicate effectively, remain calm under pressure, and take ownership of customer concerns. The ideal candidate should be adaptable, service-driven, and comfortable working in a fast-paced environment where customer satisfaction and quality service delivery are key priorities.
Main Purpose of the Role
The main purpose of the Call Centre Agent role is to provide professional customer support by managing customer interactions according to established procedures and service standards. The successful candidate will assist customers with queries, provide accurate information, resolve issues, and ensure that customer expectations are met or exceeded.
The role involves responding to customers through various channels, including phone calls, emails, and live chat platforms. The agent must identify customer needs, provide appropriate solutions, and follow up on outstanding matters where additional assistance is required.
The Call Centre Agent is also responsible for contributing towards a culture of service excellence by building positive relationships with customers and stakeholders. This includes taking accountability for customer concerns, escalating issues when necessary, and ensuring that all interactions reflect the organisation’s values and commitment to quality service.
Key Responsibilities
The Call Centre Agent will be responsible for managing daily customer interactions and ensuring that all queries are handled efficiently and professionally.
Key responsibilities include:
- Handling inbound and outbound customer calls according to approved processes.
- Responding to customer queries received through telephone, email, and live chat platforms.
- Providing accurate information and suitable solutions to customer needs.
- Resolving customer complaints by taking ownership of issues and following through until resolution.
- Following up with customers regarding outstanding documentation or incomplete queries.
- Making outbound calls to request additional information and support customer processes.
- Assisting customers with product-related queries and providing guidance where required.
- Supporting branch consultants with customer-related queries, including eBucks-related assistance.
- Maintaining accurate documentation and sharing relevant information with team members.
- Following service level agreements (SLAs) and ensuring customer requests are completed within required timelines.
- Escalating risks, complaints, and unresolved issues for further investigation.
- Maintaining compliance with company policies, procedures, governance standards, and ethical requirements.
The successful candidate must also manage their workload effectively by planning activities, following schedules, attending meetings when required, and ensuring that work is completed according to quality standards.
Customer Service and Relationship Management
Customer experience is at the centre of the Call Centre Agent role. The successful candidate must demonstrate a strong commitment to helping customers and creating positive interactions.
The agent will be responsible for understanding customer concerns, listening actively, and providing professional assistance. Strong communication skills are essential, as the role requires dealing with different customer personalities and handling challenging situations.
Building and maintaining stakeholder relationships is also an important part of the position. The Call Centre Agent must work collaboratively with colleagues and other departments to ensure customer queries are resolved effectively.
The successful candidate should continuously look for ways to improve customer experiences by identifying better ways of working, sharing ideas, and contributing towards service improvements. Adaptability and willingness to embrace change are important qualities in this role.
Minimum Requirements
Qualification Requirements:
- Grade 12 / Matric Certificate
Experience Requirements:
- Customer service experience is beneficial.
- Call centre experience is advantageous.
- Experience handling customer queries through multiple communication channels will be beneficial.
Candidates should demonstrate the ability to communicate professionally, work with customers, and manage tasks in a structured environment.
Skills and Technical Knowledge Required
The ideal candidate should have strong customer service abilities and the confidence to work with different communication platforms.
Important skills include:
- Excellent verbal and written communication skills.
- Customer relationship management.
- Problem-solving abilities.
- Computer literacy.
- Ability to use email, digital platforms, and customer management systems.
- Attention to detail.
- Time management skills.
- Ability to work with documentation and customer records.
- Ability to handle multiple tasks efficiently.
- Understanding of service delivery principles.
The candidate should also be comfortable learning new systems, adapting to changing processes, and using technology to improve customer interactions.
Behavioural Competencies
The successful candidate should demonstrate behaviours aligned with service excellence and organisational values.
Customer Focus
The ability to prioritise customer needs and provide solutions that create positive experiences.
Communication
The ability to communicate clearly, professionally, and respectfully with customers and colleagues.
Accountability
Taking ownership of responsibilities, following through on commitments, and ensuring tasks are completed effectively.
Adaptability
The ability to adjust to changing circumstances, new processes, and different customer requirements.
Teamwork
Working collaboratively with colleagues and contributing positively to team goals.
Problem Solving
The ability to analyse customer concerns, identify solutions, and escalate issues when required.
Innovation
The willingness to suggest improvements and identify more efficient ways of delivering customer service.
Application Strengths to Highlight
Applicants should highlight experience and strengths related to:
- Customer service and client support.
- Call centre or contact centre environments.
- Handling inbound and outbound customer interactions.
- Resolving customer complaints and queries.
- Working with digital communication channels.
- Strong communication skills.
- Ability to work under pressure.
- Team collaboration.
- Attention to detail and accuracy.
- Meeting service standards and deadlines.
The Call Centre Agent role provides an opportunity for individuals who enjoy helping others and want to develop valuable experience within the banking and customer service industry. Candidates who are passionate about delivering excellent service, solving customer problems, and contributing to a positive team environment will be well suited for this position.