Contact Centre Consultant

Location: Harare, ZW

Reference: 130654

Job Family

Sales and Services

Career Stream

Call Centre (Service)

Leadership Pipeline

Manage Self: Technica

Job Purpose

To provide support and exceptional services to the business by taking full accountability of all applications / queries received; thereby building and maintaining relationships with both internal and external stakeholders; in line with Nedbank’s business strategy.

Job Responsibilities

Adhere to the daily schedule to ensure that targets are met by following the work plan.
Follow Nedbank processes and values such as honesty; being client driven; integrity; accountability and respect
Pushing beyond boundaries when dealing with internal and external relations through the various platforms.
Escalate all unresolved queries to management by logging the case on the system.
Generate sales lead targets required on a month-to-month basis by offering products to the clients through cross/up selling.
Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.
Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
Understand the nature of the client’s query by reiterating the key points raised by the client.
Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
Participate and support corporate social responsibility initiatives for the achievement of key business strategies.

Preferred Qualification

Degree in Business Studies / Marketing or Banking and Finance    

Preferred Certifications

At least one of the following;

Certified Call Centre and Customer Service Practitioner 

Certificate in Client Experience Management

Minimum Experience Level

At least 3 years working experience in a Contact Centre/Customer service set up.

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Business writing skills
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Technical/Professional Knowledge and Skills
• Managing Work
• Decision Making
• Quality Orientation

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For any assistance or more info please contact the Nedbank Recruiting Team

+268 2408 1236	Eswatini
00266 5223 1187 / 00266 5223 1157 /  00266 5223 1163	Lesotho
+264 61 295 2155 / +264 61 295 2036	Namibia
0242 254 800 / 0867 700 004 040	Zimbabwe

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All the best with your applications