Call centre agent

Seniority Level: Mid-Career (2 - 4 yrs experience)

Job Purpose:

To provide exceptional customer service by handling inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction while adhering to company policies and quality standards.

Key Responsibilities:

• Handle incoming customer calls promptly and professionally.
• Provide accurate information about products, services, and policies.
• Resolve customer issues and complaints efficiently and courteously.
• Document all customer interactions and transactions accurately in the CRM system.
• Follow up with customers as needed to ensure issues are resolved.
• Meet individual and team targets for call handling time, customer satisfaction, and quality standards.
• Escalate complex or unresolved issues to supervisors or relevant departments.
• Maintain up-to-date knowledge of company products, services, and procedures.
• Adhere to call centre scripts and guidelines while maintaining a friendly and helpful tone.
• Participate in training and team meetings to improve performance and customer service skills.

Minimum Requirements:

• Matric (Grade 12) or equivalent qualification
• Previous experience in a call centre or customer service environment preferred
• Excellent communication skills (verbal and written)
• Good listening and problem-solving abilities
• Basic computer literacy and ability to use CRM systems
• Ability to work under pressure and manage multiple tasks
• Professional and positive attitude
• Reliable, punctual, and team-oriented
• Ability to work shifts, including evenings, weekends, or public holidays if required