Call Centre Agent

A permanent position is available for a Call Centre Agent at a busy contact centre in Randburg, Gauteng. This is a chance to put your skills to work in a role that genuinely matters to the business.

The team prides itself on professionalism and consistently meeting commitments. The company fosters a positive culture where effort and initiative are recognised. Good work does not go unnoticed, and progression follows performance. Suitably qualified candidates are invited to submit their applications.

• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• 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.

• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• 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.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• 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.