Call Centre Agent

The purpose of this Call Centre Agent role is to achieve daily and monthly KPIs related to call quality and answer inbound customer calls professionally within defined service level targets.

This position is based in Springbok, Northern Cape. Respect, reliability, and a positive attitude define the workplace. You will pick up new skills on the job and be backed to apply them. We look forward to receiving applications from candidates who meet the criteria.

• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• 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.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.

• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.