Call Centre Agent

Job Purpose

The Call Centre Agent is responsible for providing professional, efficient, and customer-focused service to customers through telephone, email, and other communication channels. The role involves handling customer enquiries, resolving complaints, processing requests, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

• Answer incoming customer calls promptly and professionally.
• Make outbound calls to customers where required.
• Assist customers with enquiries, requests, complaints, and general support.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer issues efficiently and escalate complex matters to the appropriate department or supervisor.
• Capture and update customer information accurately on the company’s CRM or relevant systems.
• Process customer orders, bookings, applications, payments, or other requests where applicable.
• Follow up on outstanding customer queries and ensure issues are resolved within agreed timeframes.
• Maintain accurate records of all customer interactions.
• Meet or exceed agreed call centre performance targets and service levels.
• Handle difficult or dissatisfied customers calmly, professionally, and courteously.
• Protect customer confidentiality and comply with company policies and applicable data-protection requirements.
• Follow approved call scripts, procedures, and quality standards where applicable.
• Participate in training, coaching, and performance-development activities.
• Work effectively as part of a team and support colleagues when required.
• Perform any other reasonable duties related to the position.

Minimum Requirements

Education

• Grade 12 / Matric or equivalent.
• A relevant customer service or call centre qualification will be advantageous.

Experience

• Previous experience in a call centre, customer service, telesales, reception, administration, or a similar customer-facing environment is advantageous.
• Experience using CRM, ticketing, or call-centre systems will be an advantage.

Required Skills and Competencies

• Excellent verbal and written communication skills.
• Strong customer-service orientation.
• Good telephone etiquette and professional manner.
• Active listening and questioning skills.
• Good problem-solving and conflict-resolution abilities.
• Ability to remain calm under pressure.
• Strong attention to detail and accurate data capturing.
• Computer literacy and ability to learn new systems quickly.
• Good organisational and time-management skills.
• Ability to work independently and as part of a team.
• Ability to meet deadlines, targets, and performance requirements.

Key Performance Areas (KPIs)

Performance may be measured against:

• Average handling time.
• First-call resolution.
• Customer satisfaction.
• Call quality scores.
• Attendance and punctuality.
• Service-level compliance.
• Number of calls handled.
• Accuracy of information captured.
• Adherence to company policies and procedures.

Working Conditions

• Contact-centre environment.
• High-volume customer interaction may be required.
• The position requires prolonged use of a computer and telephone/headset.
• Employees are expected to maintain professional conduct at all times.

Please send your CV to [email protected] or [email protected]

Pay: R3 750,00 - R5 000,00 per month

Work Location: In person