Call Centre Agent
Full-time
Recruite Agency
This position requires local presence. Please view similar jobs below.
The Call Centre Agent will answer inbound customer calls professionally within defined service level targets, identify opportunities to upsell or cross-sell products and services during and make outbound calls to customers.
This is an on-site role in Cape Town, Western Cape. The culture rewards accountability, honesty, and a willingness to go the extra mile. The role comes with opportunities to learn, upskill, and advance over time. You will enjoy modern facilities and the equipment needed to do the job well. If that sounds like you, we would be glad to receive your application.
Responsibilities
- 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.
- Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
- Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
- Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
- Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
Requirements
- 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.
- A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
- Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
Qualifications
Certificate in Contact Centre OperationsVacancy posted 7 hours ago
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