Call Centre Agent

Reporting to senior management, the Call Centre Agent will support a growing contact centre in Saldanha, Western Cape. The ideal candidate is dependable, practical, and comfortable working to deadlines.

Career progression is actively supported for those who show initiative. The culture rewards accountability, honesty, and a willingness to go the extra mile. If you are the right person for this role, apply without hesitation.

• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• 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.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• 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.

• 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.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.