Call Center Agents

Role Overview

Isibanisezwe Holdings is seeking motivated and professional Inbound Call Center Agents to join the team in Richards Bay. This role is ideal for candidates starting their careers and looking to build strong customer service, communication, and problem-solving skills in a structured call center environment.

As an Inbound Call Center Agent, you will be the first point of contact for customers, providing accurate information, resolving queries, and ensuring a positive customer experience with every interaction.

Key Responsibilities

• Answer incoming customer calls in a professional, courteous, and timely manner
• Assist customers with general enquiries, account-related questions, service information, and issue resolution
• Listen carefully to customer concerns and identify the most appropriate solution
• Capture and update customer information accurately on internal systems
• Escalate complex queries or unresolved issues to the relevant team or supervisor
• Follow call handling procedures, service standards, and company policies at all times
• Maintain a high standard of customer service across all interactions
• Handle customer complaints calmly and professionally, working toward effective resolution
• Provide clear and accurate information to customers
• Meet individual and team targets for quality, productivity, and attendance
• Maintain confidentiality of customer and company information
• Support the wider team with administrative or customer service-related tasks when required

Requirements

Required

• Grade 12 / Matric
• Strong verbal communication skills in English
• Good listening skills and a professional telephone manner
• Basic computer literacy, including the ability to work on email and data capture systems
• Customer-focused attitude with a willingness to learn
• Good problem-solving skills and attention to detail
• Ability to remain calm under pressure and manage difficult conversations professionally
• Willingness to work on-site in Richards Bay
• Reliable, punctual, and able to follow instructions and procedures
• No prior call center experience required; suitable for entry-level or intern candidates

Nice to Have

• Additional South African language skills
• Previous exposure to customer service, retail, administration, or contact center environments
• Basic understanding of call center performance measures such as turnaround time, quality, and customer satisfaction

What Success Looks Like

• Customers receive prompt, accurate, and helpful support
• Customer information is captured correctly and efficiently
• Calls are handled professionally and in line with company standards
• Escalations are made appropriately and without unnecessary delay
• Team and individual service targets are consistently supported

Growth Opportunity

This role offers a strong foundation for candidates who want to grow in customer service, administration, and call center operations. Successful interns may develop valuable experience in customer engagement, communication, systems usage, and service delivery within a professional business environment.

Work Environment

• On-site role based in Richards Bay, South Africa
• Remote working is not available
• Structured team environment with supervision, guidance, and on-the-job learning
• Opportunity to gain practical workplace experience in a customer-facing role