Contact Centre Agent

  • Permanent Employee (Full Time)
  • Contact Centre
  • Cape Town

What we are looking for

An experienced and reliable contact centre agent with great people and communication skills who has the ability to work well in a high-pressure environment and provide excellent service to all the customers we serve.

What you will be doing

  • Understanding the company’s products and services, and remaining up to date with any new developments or changes.
  • Communicate with current and potential customers via telephone, Chatwood,, Vertex (Company's internal systems) or any other Customer Management systems.
  • Answer and make outbound phone calls within the required or expected time targets.
  • Pay attention and listen to questions and concerns from customers, and respond quickly and clearly with solutions or feedback according to company guidelines.
  • Attend quickly to tickets that have been logged on the systems.
  • Resolve customer complaints and queries, minimise the number of escalations, identify and understand customers’ needs, verify information, research issues when required, and provide solutions.
  • Accurate customer information capturing on the company’s systems. 
  • Inform customers about our products and services based on their requests and needs.
  • Build and maintain excellent service based relationships with customers.
  • Attend all meetings and training sessions as requested by management.
  • Consistently achieve or exceed the targets (KPIs) set by contact centre management.

Required Qualifications, Skills and Experience

  • Matric (Grade 12).
  • A college or university degree in business, sales, customer service or related field of study is an advantage.
  • 1+ years’ experience in a contact centre environment or any prior experience working in call centres or as an at-home customer service agent.
  • Fluent in at least two official languages.
  • Flexible and able to work shift hours, this will include evenings, weekends, and public holidays.
  • Good general computer skills.
  • Proficiency in MS Office, Google Suite and ability to learn new software quickly.
  • An ability to effectively work with people from diverse backgrounds.
  • Excellent communication skills, both written and verbal.
  • Ability to work in a fast-paced environment and multitask effectively.
  • Strong customer service and sales skills.
  • Good problem-solving skills and ability to troubleshoot technical issues.
  • Knowledge of internet services and relevant technologies is an advantage.
  • Ability to remain calm and composed in a fast-paced, high-pressure environment.
  • Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialling systems.