Call Centre Agent

We are looking for a reliable, detail-oriented Call Centre Agent to join our operations team in Durban. The ideal candidate is dependable, practical, and comfortable working to deadlines.

Hard work is matched by genuine respect for the people who do it. You will gain exposure to a broad range of tasks that build valuable experience. If you meet the requirements below, we encourage you to apply today.

Shifts may include evenings, weekends, and public holidays depending on campaign requirements.

• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• 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.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.

• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.