Customer Service Representative

Reporting to the relevant manager, the Customer Service Representative will handle customer complaints with empathy and accurately capture all customer interaction details into the CRM system at a customer service operation in Lephalale, Limpopo.

Hard work is matched by genuine respect for the people who do it. Career progression is actively supported for those who show initiative. Expect a structured environment with clear processes and strong leadership. Do not wait — submit your details and take the next step.

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

Responsibilities

• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.

Requirements

• 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.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• 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.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.

Qualifications

National Diploma in Marketing or Sales