Afrikaanse Kontaksentrum Agent - Century City

mPower People Solutions; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

An established industry player is seeking a dedicated customer service representative to join their team. This role focuses on understanding and addressing customer needs, ensuring a high level of service that contributes to business profitability. With a commitment to treating customers fairly, you will handle inquiries via inbound calls, resolve issues, and maintain productivity standards. The position offers a structured training program and a fixed-term contract, providing a stable environment for those with a passion for customer service. If you are bilingual and ready to make a difference, this opportunity is for you.

Qualifications

• 6 to 12+ months of inbound customer service experience required.
• Must be bilingual or multilingual to qualify for the role.

Responsibilities

• Answer calls and respond to customer requests efficiently.
• Identify and resolve customer issues using the in-house operating system.

Skills

Bilingual or Multilingual Communication

Customer Service Skills

Problem-Solving Skills

CRM System Proficiency

Education

Matric/Grade 12

Tools

In-house Operating System

CRM System

Job description

Job Description

The key objective of the role is to identify and understand customer needs, delivering a first-class customer service to increase the profitability of the business while remaining committed to treating customers fairly. The role involves speaking directly with clients via an inbound line and providing responses to general contract and transactional inquiries.

Key Responsibilities (May Include But Are Not Limited To)

• Answer calls and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assist irate members and escalate when required to senior agents or team leaders
• Maintain productivity levels and meet quality standards at all times
• Perform daily administrative functions and accurately capture required information into the CRM system

Please Note

• You must be bilingual or multilingual to be considered for this position
• Location: Century City (must be able to travel to start an 8 am shift)
• Basic Salary: R9500 per month (no incentives or commissions)
• Contract Type: Project-based fixed-term contract
• Training: 4-week paid training program
• Experience: 6 to 12+ months of inbound customer service experience
• Contract Period: Start date 1st March 2025 – 30 April 2026
• Shift Times: 8 am to 5 pm Monday to Friday, and every second Saturday 8 am to 12 pm (if working on Saturday, then shifts are Tuesday to Friday 8:30 am to 4:30 pm)
• Benefits: None
• Requirements: Matric/Grade 12, immediate availability, and a clear criminal record