Call Centre Agent

Due to expansion, a busy customer service operation in Cape Town, Western Cape now has room for an additional Call Centre Agent. We need a team player who communicates well and takes responsibility for outcomes.

The working environment is collaborative, well-resourced, and focused on results. Integrity, teamwork, and a customer-first mindset are at the core of how the team works. If this sounds like the right fit, we would love to hear from you.

• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• 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.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.

• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.