Call Centre Agent Job Type: Contractor Seniority Level: Mid Career Sector: Banking Function: Call Centre Operator Qualifications: Certificate in Call Centre Communications, Certificate in Call Centre Effectiveness Skills: Call centre agent certificate, Call Center experience, Matric Duties and Responsibilities: Inbound Call Centre Agent: Handles incoming customer calls to provide support, track shipments, resolve delivery issues, and respond to general logistics inquiries. Ensures efficient communication and high levels of customer satisfaction. Outbound Call Centre Agent: Makes outgoing calls to customers and clients to confirm delivery details, follow up on service feedback, promote logistics solutions, and provide proactive support. Focuses on maintaining strong customer relationships and supporting operational efficiency.

What Youll Do Answer incoming calls and respond to customer queries in a professional manner Make outbound calls to follow up on leads or payments (where required) Maintain accurate records of all customer interactions Meet and exceed daily/weekly KPIs (e.g., call handling time, customer satisfaction scores) Handle customer concerns with empathy and effective problem-solving skills What Were Looking For Experience : Minimum 612 months call centre experience (sales, customer service, or collections) preferred Skills : Strong communication skills, active listening, and computer literacy Attitude : Target-driven, reliable, and adaptable to changing demands Language : English fluency (additional languages an advantage) Availability : Must be able to work rotational shifts and weekends if required

Job Purpose: To provide excellent customer service by handling inbound and outbound calls related to courier deliveries, tracking, complaints, and general inquiries, ensuring customer satisfaction and timely resolution of issues . Key Responsibilities: Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints. Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues. Record and update customer information accurately in the company’s CRM system. Provide clear and concise information to customers regarding services, policies, and procedures. Escalate complex issues to supervisors or relevant departments as needed. Process customer requests such as address changes, delivery rescheduling, or refunds. Maintain a courteous and helpful demeanor during all customer interactions. Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores. Assist in developing FAQs and scripts to improve service quality and consistency.

Job Vacancy: Call Centre Agent 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 is preferred but not essential 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