Call Center Agent

Position Title

Support Staff, RBD – Call Center (Call Centre Agent)

Reports to

Manager, RBD – Call Center (Call Centre Supervisor)


Retail Banking


Call Center

Job purpose

Handle inbound/outbound, resolve customer issues and provide high customer service

Key accountabilities


  • 1. Inbound calls Take inbound and handle/solve customer queries and issues
  • 2. Outbound calls Perform necessary outbound calls for solving customer issues or sales campaigns
  • 3. Service Quality Handle calls in line with customer service protocols and ensure high level of customer satisfaction
  • 4. Systems Ensure data is entered correctly into systems and all data requirements are captured
  • 5. Security Follow security processes and ensure that access to account details is in line with procedures
  • 6. Complaints Handle customer concerns by taking detailed information and logging customer service complaints
  • 7. Sales Sells additional services by recognizing opportunities to cross-sell

Job success factors

  • High levels of customer satisfaction
  • High productivity
  • Security routines strictly followed
  • Good identification of sales opportunities
  • Accurate data inputting
  • Effective handling of customer complaints and escalation

Update product knowledge by researching, locating, and interpreting information

Education & experience


  • Diploma degree in relevant discipline


  • Knowledge of security processes
  • Systems knowledge and system interrogation
  • Knowledge of data capture


  • Fresh experience in customer-facing roles
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