Inbound Customer Service Agent – Contact Center

About the role

The successful incumbent will handle inbound telephone, online and email interactions with Bidvest Bank customers. The role focuses on building strong relationships, delivering service that exceeds expectations, and providing accurate product information in line with bank processes.

Key responsibilities

• Answer inbound customer contacts via phone, chat and email.
• Utilise the bank’s IT systems to log and resolve queries efficiently.
• Provide product information and identify cross‑sell or upsell opportunities.
• Refer calls to the appropriate department when necessary.
• Maintain high service quality and ensure compliance with FAIS and FICA regulations.

Required profile

• Matric (Grade 12) qualification; FAIS‑recognised qualification preferred.
• 1–2 years experience in a customer contact centre environment.
• Proficiency with Microsoft Office applications.
• Knowledge of customer service best practices and relevant banking regulations (FAIS, FICA).
• Excellent communication skills and ability to calm irate customers.

Required skills

• Microsoft Office suite.
• Understanding of FAIS regulations.
• Understanding of FICA Act compliance.