Call Centre Agent

Industry: Call Centre / Customer Experience
Work Environment: 24/7 Shift-Based Operations

Role Purpose

We are seeking a customer-focused and professional Customer Service Consultant to join our dynamic team. The successful candidate will be responsible for handling incoming customer calls, addressing queries, resolving complaints, and providing accurate information and solutions in a timely and efficient manner.

The role requires excellent communication skills, strong problem-solving abilities, and a commitment to delivering exceptional customer experiences while adhering to service standards, compliance requirements, and performance targets.

Key Responsibilities

• Handle incoming customer calls professionally and efficiently.
• Respond to customer enquiries, provide information, and resolve service-related issues.
• Identify customer needs through active listening and effective questioning.
• Resolve queries at first contact wherever possible, ensuring customer satisfaction.
• Escalate complex matters to the appropriate departments when necessary.
• Maintain accurate customer records and capture all interactions on the relevant systems.
• Demonstrate sound knowledge of products, services, and campaign requirements.
• Adhere to call handling procedures, quality standards, and compliance regulations.
• Meet daily, weekly, and monthly performance targets.
• Manage customer interactions within allocated handling times without compromising service quality.
• Contribute positively to team performance and overall service delivery.

Minimum Requirements

• Matric / Grade 12 qualification.
• Must be 18 years or older.
• Mathematics or Mathematical Literacy.
• Proficiency in English (compulsory).
• Proficiency in Afrikaans, Sesotho, and isiXhosa as required for the role.
• 1–2 years' experience in a call centre or retail environment.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Computer literacy and the ability to navigate multiple systems.
• Willingness and ability to work shifts within a 24/7 operational environment.

Competencies and Skills

• Excellent communication and interpersonal skills.
• Customer-centric approach.
• Active listening and problem-solving.
• Conflict resolution and complaint handling.
• Attention to detail and accurate data capturing.
• Ability to work under pressure.
• Time management and organisational skills.
• Adaptability in a fast-paced environment.
• Teamwork and collaboration.
• Professionalism and emotional resilience.
• Strong understanding of customer service standards and compliance.

Working Environment

The successful candidate will operate in a:

• Fast-paced and highly competitive call centre environment.
• Target-driven environment with strict deadlines and performance expectations.
• Highly regulated industry requiring adherence to legislative and compliance standards.
• 24/7 shift-based operational structure.
• Diverse, participative, and team-oriented workplace.
• Customer-focused environment where service delivery and quality standards are prioritised.

Work Location: In person