Call Centre Agent

Hands-on from day one, the Call Centre Agent will handle customer complaints with empathy, make outbound calls to customers and assist with training and mentoring of new team members by demonstrating best for a customer service operation in Cape Town, Western Cape.

Communication is open, and everyone pulls in the same direction. Hard work and reliability are noticed and rewarded with real advancement. Think you are a good fit? Send your CV through and introduce yourself.

Comprehensive product and systems training is provided before going live on the floor.

• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.