Masondo - Call Center Inbound - Johannesburg, GP, South Africa

Njabulo Masondo

Johannesburg, GP, South Africa


Call Center Inbound

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


Engage with clients on inbound and outbound basis
Work across multiple media types
Offer world class advice and assistance to clients
Identify opportunities to deepen the clients relationship with the Bank and act there on
Minimise risk to the client and the Bank by adhering to the Bank’s signed off policies and procedures
Ensure the client’s needs are attended to and if necessary issues are escalated accordingly
Ensure accurate record of the client interaction is kept and if further action is required that it is attended to
Adhere to relevant compliance and regulatory requirements
Maintain performance in line with a dynamic set of targets and objectives
Present yourself to work in line with dynamic schedules
Action relevant reports timeously and effectively
Identify and report potential improvement opportunities on product and processes

Client Servicee
Provides and maintains exceptional customer service.
Team Player
The role focuses on participating in a team, fostering of teamwork and co-operation. Teamwork can extend beyond the boundaries of the department
Problem Solver
Researches and analyses information using appropriate problem identification techniques in order to propose a solution(s)
Provides operational support and quality administrative services to the area of operation

Sales Person
Promotes and sells products / solutions and related services

Work History

Call Centre Agent


From November 2012

Technical competencies

Competency Category
Microsoft Office Products Systems
NTE platform Systems
Banking Platform Systems
E-mail and Intranet Systems
Siebel Systems
Netconnect Systems
Plastic Stock Mngt Systems
Scopus Systems
Track and Trace Systems
Escalation Processes Systems
Administration policies & procedures Process
Product Specific Processes Process
Dot contact Systems
CAMS Systems
Queuing Process Process
Outbound Process Process
Credit policy, processes and procedures Process
TransAct Systems
Staff ware Systems

Call Centre Agent


January 2008 - August 2008

Assist client by blocking their lost/Stolen cards
Order replacement card on the Lost/Stolen cards
Order replacement cards on damaged cards
Assisting on fraud occurring on the client's account
Advising client on where they can fetch their new cards

Reason for leaving: Changed Positions Internally

Name of Company: NEDBANK
Department: (Master /Visa) and American Express Card division
Position held: Call Centre Agent
Date Joined: 17/08/2008

Advising client on applications status on credit cards
Apply for a limit increase on the client' account
Apply for an upgrade on the client's account (Green to Gold)
Provide available credit, balance owing and the minimum payment due
Assisting clients on disputes of fees, finance charges and unauthorised transactions
Assist client by tracking down their cards on the card tracking system

Re-route client's credit card from branch to branch
Change delivery instructions on the client's card
Servicing Hub and Ackermans accounts as they are serviced by Nedbank
I was currently multi-skilled for Tip and Investments accounts as from the 03/03/2012 dealing with quiries on cheque, savings and investments accounts

Name of Company: NEDBANK
Department: Tip and Investments
Position held: Call Centre Agent
Date Joined: 10/03/2012
Dealing with cheque, savings and Investments accounts queries
Giving available balances on the accounts
Process the overdraft facilities on cheque accounts
Processing 24hr notice on Investments accounts
Explaining fees structure on cheque, savings and investment accounts

Call Centre Agent


September 2006 - December 2007

Dealing with all queries through to resolution

Answering inbound calls timeously
Answer phones and respond to customer requests and queries.
Provide customers with product and service information.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquires not immediately resolved.
Calling members back to supply feedback on queries
Complete call logs and reports.
Maintaining accurate details of all queries
Recognize, document and alert the supervisor of trends in customer calls.
Recommend process improvements.
Provide on the job training for new employees
Data capturing
Coordinating own and team's admin

Call Centre Agent


January 2005 - August 2006

Reason for leaving: Career Stability

JOB DESCRIPTION: Synovate is a Marketing Research Company
doing customer satisfaction levels after servicing a vehicle, or after a car purchase.

We deal with local and international customers such as Toyota, VW, Diamler Chrysler, Delta and Ford.
We also do customer satisfaction research with MTN, Vodacom and Cell C.
All Interviews and queries are done telephonically via call centre.
Expected to work within a targeted and performance driven environment.
Work under pressure to reach target deadlines.
Excellent communication skills
Customer service oriented.
Self motivated, matured and strong sales and marketing background

Assistant Diesel Mechanic (Temporal)

Engen Refinery

February 2004 - June 2005

Reason for leaving: Seeking a new career

Process Technician (Plant Operator )

Engen Petroleum

August 1994 - January 2003

Date Joined: August 1994 to January 2003
Reason for leaving: Start own business ( not successful)

➢ Responsible for optimum running of the units, this is maximizing the products.
➢ Ensure plant availability and reliability to meet operating plant requirements.
➢ Liaison with engineering to solve and identify problematic areas.
➢ Contributing towards improving plant availability to meet top quartile performance level for each plant.
➢ Contributing towards improving plant utilization level on a refinery basis.
➢ Contributes towards improving reliability of utility systems to a level commensurate with that required to get process unit target levels.
➢ Contribute to the reduction of failures due to poor operation through improved knowledge, work instructions and procedures.
➢ Following up on root cause analysis of failures with a view to eradicate them.
➢ Analysis of performance versus indicators - optimise operation.
➢ Assisting to identify and implementing plant tests that will facilitate plant optimisation form a yield point of view
➢ On shift monitoring of performance versus indicators and question of unit staff as to optimise operation
➢ Optimization of utility system to minimize impact of upsets.
➢ Work with SAPR/3for smooth daily refinery running.
➢ Work with LIMS for laboratory results.
➢ In depth knowledge of computer programmes such as ms word and excel.
In depth knowledge of Isom Unit, Merox Unit, Solvent, KeroHydroFiner and the Aklylation Unit.

Qualifications & Certifications

Technikon Nothern Transvaal

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