Call Centre Agent

We are looking for a friendly, attentive and service-driven Call Centre Agent to support the team in Cape Town, Western Cape.

There is genuine scope to shape the role and make it your own. The working environment is collaborative, well-resourced, and focused on results. If you tick the boxes below, we want to hear from you.

• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.

• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• 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.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.