Job Title: Call Centre Agent

Seniority Level: Mid-Career (2 – 4 yrs experience)

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 preferred
• 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

Position: Call Centre Agent / Customer Service Representative

• 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.

• Previous experience in a call centre or customer service role preferred but not essential.
• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.
• Basic computer skills, including proficiency with CRM software and MS Office.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Patience, empathy, and a customer-focused attitude.
• Ability to work shifts, including evenings and weekends if required.