Call Centre Consultant – Customer Service & Sales

About the role

The Call Centre Consultant will operate in a structured customer‑service environment at Nedbank’s Sandton hub, delivering efficient, compliant support while meeting strict service‑level targets.

Key responsibilities

• Answer incoming client calls professionally and efficiently, meeting the 90/60 service‑level target (90% of calls answered within 60 seconds).
• Provide accurate information, resolve enquiries within authority, and log cases accurately in the banking system.
• Identify sales opportunities during calls and promote relevant banking products to meet monthly lead‑generation targets.
• Escalate unresolved issues to the appropriate department and ensure follow‑up communication with customers and internal stakeholders.

Required profile

• Matric (Grade 12) or equivalent qualification.
• Previous call‑centre or customer‑service experience.
• Strong attention to detail and ability to follow structured processes.
• Effective communication skills and ability to work toward performance targets.

Required skills

• Computer literacy.
• Experience with CRM or customer‑management systems.
• Familiarity with banking systems and case‑logging tools.