Shareholder Services Call Centre Agent; x2

Shareholder Services Call Centre Agent (x2)

Listing reference:

Listing status: Under Review

Apply by: 13 November 2025

Job category: Other:
Banking, Finance, Insurance, Stockbroking

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

WHY JOIN THE JSE? The JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.

We are looking for goal-driven individuals with a passion for working with people to join the JSE Investor Services (JIS) Contact Centre department. Successful candidates will be required to be the first point of contact for external and internal clients by being the face, voice and electronic contact for general queries, client facing for all internal and external clients and responding to general telephonic and electronic queries.

• Grade 12

• At least 1 year contact centre experience

• Verbal Communication, Phone Skills, Listening, Accurate Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism
• Experience in Inbound / Outbound Call Centre
• Basic to Intermediate Microsoft Package skills
• Handle queries and escalations to completion

• Ensure that all calls are answered and the minimum requirements in terms of the productivity criteria is met, 80% of calls answered within 20 seconds and that the abandonment rate does not exceed 5% daily/weekly/monthly & yearly.
• Ensure quality output is above 90% monthly.
• Agent should be actively offering CSI to at least minimum 50% of total calls received monthly.
• Obtain shareholder information by answering telephone calls; assisting shareholders process their unclaimed Dividends; verifying information on the online trading platform.
• Have knowledge of and Online trading platform.
• Log calls and results accurately on SharePoint after every interaction with a shareholder should it be a job requirement.
• Ability to work through the SPS system accurately.
• Assist shareholders with resetting passwords and usernames.
• Determine eligibility by comparing shareholder information to requirements and set processes and procedures.
• Establish FICA and other Contact Centre requirements which will aid payments for the unclaimed dividends & other monies due.
• Assist in Adhoc duties within the Contact Centre and walk in centre when needed.
• Inform clients by explaining procedures; answering questions; providing information.
• Maintain communication equipment by reporting problems.