Call Centre Agent

Hands-on from day one, the Call Centre Agent will escalate unresolved or complex queries to the appropriate department or senior team, handle customer complaints with empathy and make outbound calls to customers for a customer service operation in Durban, KwaZulu-Natal.

You will find a workplace that respects your time and your contribution. Respect, reliability, and a positive attitude define the workplace. We would love to see your CV if this role speaks to you.

Responsibilities

• 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.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.

Requirements

• 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.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.

Qualifications