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Gauteng: Call centre agent posted by Phakisa Holdings

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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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Gauteng: Call centre agent posted by Phakisa Holdings

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Job Description

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.



GO APPLY NOW

Safe & secure application process

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Enter your WhatsApp number (e.g., +27740908132)
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How to Apply

Click “GO APPLY NOW” to visit the company’s application page.
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JVR Jobs connects you with employers – we don’t process applications directly.

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Posted in Jobs in Gauteng, Jobs in South Africa

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