Call centre Agent

 

Job Title: Call Centre Agent (Customer Service Representative)
Job Location: Not specified

Job Overview
As a Call Centre Agent, you will serve as a Brand Ambassador, acting as the first point of contact for customers. Your primary responsibility is to assist customers with inquiries and issues, ensuring each interaction is handled with care and professionalism.

Responsibilities

• Provide first-class service by accurately identifying and responding to customer needs.
• Use sound judgment in offering solutions that address customer inquiries and complaints.
• Handle complex inquiries and complaints in a knowledgeable and responsible manner, adhering to company policies and customer care standards.
• Accurately document each customer interaction, update call histories, send relevant messages to third parties, or initiate necessary follow-up actions.
• Stay current with product and program information through continuous learning.
• Maintain strict confidentiality and adhere to data protection guidelines.

Requirements

• Education: Matric / NQF Level 4 qualification required.
• Experience: At least 6 months of customer service experience required; previous experience in an international call centre is an advantage. Experience in the food or retail industry is considered a plus.
• Skills:
  • Strong command of the English language.
  • Excellent oral and written communication skills, including typing, spelling, and grammar.
  • Ability to learn and apply new concepts quickly.
  • Familiarity with computer systems and navigation.
  • Ability to handle sensitive customer complaints with professionalism and diplomacy.
  • Positive attitude, empathy, and a customer-focused approach.
• Shift Requirements:
  • Able and willing to work rotational shifts, including weekends and public holidays.
  • 5-day shift rotation (8:00 am to 8:30 pm), with an 8-hour productive shift and a 1-hour lunch break.

Additional Qualities

• Demonstrated passion for customer service excellence.
• Ability to implement changes effectively.
• Professional, empathetic, and naturally caring conversational style.
• Ability to resolve complex issues according to company values and best practices.

Click here to apply

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