Customer Service Representative

We are looking for an experienced Customer Service Representative to join our team in Durban, KwaZulu-Natal. This is a hands-on position suited to a professional who thrives in a fast-paced environment.

The setup is well-organised, with clear expectations and steady support. Collaboration, fairness, and pride in the work define the day-to-day culture. Qualified candidates are encouraged to get their applications in early.

• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• 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.

• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.