Johannesburg: Call Centre Agent at FNB
DEADLINE: 26 February 2025
Job Description
To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.
Responsibilities
- Achieve and exceed sales targets.
- Sell a range of Value-Added Products, including but not limited to Service, Warranty, Maintenance, Bodyline Maintenance, Shortfall etc.
- Based on business requirements, Telesales Representatives may be required to move between campaigns.
- Ensure a needs analysis is done, to understand the customer need (fit for purpose solution)
- Adhere to The Engine Room’s requirement of maintaining 4 hours talk time and overall productivity time of 7 hours.
- Provide accurate, suitable and objective information and advice to the customer, which would allow the customer to make an informed purchase decision.
- Capitalize on upsell and cross sell opportunities.
- Ensure quality standards are maintained by adhering to relevant sales scripts.
- Maintain a minimum of 90% QA score at all times.
- Maintain and enhance The Engine Room’s reputation through quality sales and correspondence.
- Ensure the correct/ most accurate lead outcome is selected on all leads.
- Offer personalized services to customers and build lasting relationships based on trust, honesty and integrity.
- Ensure that all TCF and compliance obligations are met.
- Adhere to The Engine Room processes, including First Rand Policies & Procedures.
- Ensure that during employment within The Engine Room, that you remain Fit & Proper and keep up to date with legislative requirements or changes (including but not limited to qualifications, CPD hours, RE5, Class of Business etc).
- Keep up to date with product changes and market trends.
Requirements
- Have Matric
- Fit and Proper Requirements based on DOFA date (including RE qualification and FAIS Credits)
- NQF Level 4 Short Term Insurance
- Fluent in English
- Minimum 12 months telesales experience
- Having an insurance background would be beneficial
- Tele sales experience
- Service and Maintenance sales experience would be advantageous
- Credit protection plan and credit shortfall
Also Check: RANDBURG: Call Centre Agent vacancy at FNB
