Call Centre Agent
Temporary
Recruite Agency
This position requires local presence. Please view similar jobs below.
To adhere to all company policies and achieve daily and monthly KPIs related to call quality, a customer service operation in Johannesburg, Gauteng is seeking a Call Centre Agent.
You will enjoy modern facilities and the equipment needed to do the job well. A strong emphasis is placed on safety, quality, and doing things right the first time. Put your name forward today and tell us what you bring.
Comprehensive product and systems training is provided before going live on the floor.
Responsibilities
- Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
- 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.
- Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
- Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
- 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.
Requirements
- 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.
- The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
- A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
- A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
Qualifications
Grade 12 with Call Centre or Customer Service TrainingVacancy posted 16 hours ago
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