{"id":2000598,"url":"https://alion.io/job/firstrand-call-centre-agent","title":"Call centre agent","company":{"id":4436,"name":"FirstRand","domain":"firstrand.co.za","url":"https://alion.io/company/firstrand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"part_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":40000,"period":"year","method":"role_country_seniority_unknown","sample_n":16},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-07T11:22:33Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T17:00:58Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Description\nTo handle inbound and outbound customer interactions-calls, electronic communications, and queries-in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectivesAct responsibly with work related resources to contribute to cost containment.\nAddress customer needs in order to meet or exceed customer expectations.\nBuild and maintain stakeholder relationships.\nContribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.\nInnovate to improve customer experience by continuously looking for better and more efficient ways of doing things.\nBe flexible and adapt to changing circumstances.\nDeliberately seek diverse opinions, build on ideas and do not duplicate effort.\nParticipate in the innovation process in the business and contribute toward new innovations against objectives.\nPlan and complete activities within area of work to meet set time and quality standards.\nAdhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.\nMaintain documentation and share information with the team where applicable.\nExecute own work in accordance with the organisational values and code of ethics.\nComply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.\nIdentify and escalate risk as normal part of work.\nContribute to client service delivery culture through adherence to approved organisational service delivery principles.\nResolve customer dissatisfaction/complaints by taking ownership of the problem.\nDeliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.\nPlan and schedule activities to improve service.\nRespond to customer queries logged via phone, email and live chat to ensure full resolution of the query.\nFollow up with customers to ensure resolution of query by other stakeholders where relevant.\nPlace operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.\nAssist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.\nAssess own performance through seeking timely and clear feedback and request training where appropriate.\nDemonstrate teamwork as a valued team player.\nImportant Closing Date Note\nTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.\n13/10/26All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.","description_format":"text","description_chars":3009,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Investment Banking & M&A Advisory","Leasing, Auto & Equipment Finance"],"lifecycle":[{"event":"open","at":"2026-10-07T11:22:33Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":20,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/firstrand-call-centre-agent","json_url":"https://alion.io/job/firstrand-call-centre-agent.json","meta":{"generated_at":"2026-10-11T19:53:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7205,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4436},"rest":"https://alion.io/mcp/rest/get_company?id=4436"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstrand-call-centre-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstrand-call-centre-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstrand-call-centre-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstrand-call-centre-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstrand-call-centre-agent"}]}