Job Description
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
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