Call Centre Agent

The purpose of this Call Centre Agent role is to identify opportunities to upsell or cross-sell products and services during and answer inbound customer calls professionally within defined service level targets.

The position is located in Lephalale, Limpopo. You will gain exposure to a broad range of tasks that build valuable experience. Respect, reliability, and a positive attitude define the workplace. Apply today and let us know why this role is right for you.

Comprehensive product and systems training is provided before going live on the floor.

Responsibilities

• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• 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.
• 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.

Requirements

• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• 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.

Qualifications

Certificate in Contact Centre Operations