Call Centre Agent

Job Description

We are seeking an enthusiastic Call Centre Agent to join our team in Johannesburg. As a Call Centre Agent, you will be the first point of contact for our customers, providing them with information, assistance, and resolution to their queries. You will be tasked with managing incoming calls, addressing customer concerns, and ensuring a high level of service is maintained at all times.

Responsibilities

• Manage a high volume of inbound calls in a timely manner.
• Provide knowledgeable answers to customer inquiries regarding products and services.
• Assist in training new staff members on customer service protocols.
• Collaborate with other departments to resolve customer issues effectively.
• Maintain a high level of professionalism and courtesy in every interaction.
• Gather customer feedback to help improve service offerings.
• Document all interactions and ensure accurate information is recorded.
• Meet or exceed daily performance metrics and goals.

Requirements

Education

• Matric Certificate
• Diploma in Customer Management is preferred

Experience

• 1-3 years of experience in a call centre or similar customer-facing role

Technical Skills

• Call Centre Software
• Data Entry

Soft Skills

• Active Listening
• Problem-Solving

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Familiarity with customer satisfaction metrics: Understanding key performance indicators for customer service quality.
• Basic understanding of financial products: Knowledge of financial products and services is beneficial.

Benefits

• Comprehensive health insurance
• Employee discounts on services
• Work-life balance initiatives
• Career progression opportunities

Company Culture

• Team Collaboration: Our success is built on teamwork, and we prioritize collaboration in our workplace.
• Flexibility: We understand the need for flexibility to maintain a healthy work-life balance.
• Recognition and Rewards: We celebrate achievements and recognize the hard work of our employees.