Agent - Nutun

Trending Talent Solutions; Durban; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Trending Talent Solutions in Durban is seeking a Blended Customer Service Advisor. You will handle inbound and outbound calls as well as email and chat inquiries, delivering swift, accurate, and empathetic assistance to customers.

Join a people-centric team that values professionalism, multitasking across systems, and a customer-first mindset to meet service targets and maintain high quality in a fast-paced contact centre environment.

Qualifications

• Clear credit and criminal record
• Matric (Grade 12)
• Previous experience within a customer service or contact centre environment will be advantageous, minimum of 6 months is required
• Experience handling both voice and written communication channels (email or chat) is mandatory.
• Ability to work in a fast-paced, target-driven environment
• Strong attention to detail and accuracy when capturing customer information
• Experience navigating multiple systems simultaneously

Responsibilities

• Respond to customer queries via inbound and outbound calls, email, and written correspondence.
• Deliver a high standard of customer service during every interaction.
• Aim to achieve first contact resolution (FCR) wherever possible.
• Respond to email queries within agreed response timeframes and service level agreements.
• Accurately capture and update customer information within internal systems.
• Provide customers with clear and accurate information regarding accounts, products, and services.
• Handle customer complaints with empathy while identifying appropriate solutions.
• Maintain professionalism and composure during challenging customer interactions.
• Follow operational processes, quality standards, and compliance requirements.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Identify opportunities to add value during customer interactions where appropriate.

Skills

Telephone etiquette

Written communication

Multitasking

Attention to detail

English proficiency

Team collaboration

Education

Matric (Grade 12)

Tools

CRM software

Job description

We are a people-orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset, and we create a culture of empowerment, accountability, and continuous development.

The Blended Customer Service Advisor plays a key role in delivering an exceptional customer experience by supporting customers through both voice and written communication channels. The role involves handling inbound and outbound calls, email correspondence, and written customer inquiries, ensuring queries are resolved efficiently while maintaining high levels of professionalism, accuracy, and empathy.

The successful candidate will demonstrate strong communication skills, the ability to multitask across multiple systems, and a customer-centric mindset while ensuring service standards and operational targets are consistently met.

Role Qualifications and Experience:

• Clear credit and criminal record
• Matric (Grade 12)
• Previous experience within a customer service or contact centre environment will be advantageous, minimum of 6 months is required
• Experience handling both voice and written communication channels (email or chat) is mandatory.
• Ability to work in a fast-paced, target-driven environment
• Strong attention to detail and accuracy when capturing customer information
• Experience navigating multiple systems simultaneously

Job Objectives:

• Deliver exceptional customer service through both telephone and written communication channels.
• Resolve customer queries efficiently while ensuring a seamless customer experience.
• Provide accurate information relating to customer accounts, services, and products.
• Take ownership of customer queries and ensure they are resolved within agreed service levels.
• Build positive relationships with customers through professionalism, empathy, and effective communication.
• Ensure customer interactions are handled in accordance with company policies, procedures, and compliance standards.
• Maintain productivity and quality standards while managing multiple customer interactions.
• Contribute positively to team performance and operational targets.

Key Responsibilities :

• Respond to customer queries via inbound and outbound calls, email, and written correspondence.
• Deliver a high standard of customer service during every interaction.
• Aim to achieve first contact resolution (FCR) wherever possible.
• Respond to email queries within agreed response timeframes and service level agreements.
• Accurately capture and update customer information within internal systems.
• Provide customers with clear and accurate information regarding accounts, products, and services.
• Handle customer complaints with empathy while identifying appropriate solutions.
• Maintain professionalism and composure during challenging customer interactions.
• Follow operational processes, quality standards, and compliance requirements.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Identify opportunities to add value during customer interactions where appropriate.

Key Performance Measures :

• Productivity per hour (CPH)
• Quality and compliance scores
• Customer satisfaction / Customer ease
• Email response turnaround time
• Strong interpersonal and communication skills
• Customer-centric approach
• Attention to detail and accuracy
• Problem-solving and decision-making ability
• Ability to work in a fast-paced environment
• Accountability and ownership of tasks
• Ability to multitask across communication channels
• Adaptable and resilient
• Empathy and patience when assisting customers
• Conflict resolution and de-escalation ability
• Relationship-building skills
• Time management and prioritization
• Self-motivated and performance driven
• Collaborative team player

Required Skills :

• Excellent telephone etiquette and professional communication skills
• Strong written communication and email etiquette
• Ability to manage multiple systems simultaneously
• Computer literacy and basic system navigation
• Problem-solving and analytical thinking
• High attention to detail when capturing customer information
• Excellent command of the English language
• Strong English reading and comprehension ability
• Ability to successfully complete English assessments during recruitment screening
• Basic computer proficiency
• Customer-centric mindset
• Ability to work in a fast-paced environment
• Resilience and adaptability
• Accountability and ownership of responsibilities
• Strong collaboration and teamwork skills
• Time management and prioritization skills
• Self-motivated and target driven
• Empathy and patience when assisting customers
• Professional and welcoming approach

We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful.

All positions will be filled in accordance with our Group Employment Equity plan.