Call center agent

SWATX; Cape Town; On-site; ZAR 150,000 - 250,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Agent to join their team. In this dynamic role, you will manage incoming calls, address customer inquiries, and provide accurate information about products and services. Your ability to listen actively and offer tailored solutions will enhance the customer experience. You will also be responsible for documenting interactions in the CRM system and collaborating with team members to ensure seamless service delivery. If you thrive in a fast-paced environment and possess strong communication skills, this opportunity is perfect for you.

Qualifications

• High school diploma required; degree in related field is a plus.
• Prior experience in customer service or call center preferred.

Responsibilities

• Manage incoming calls and address customer inquiries effectively.
• Identify and resolve customer complaints while maintaining satisfaction.

Skills

Communication Skills

Problem Solving

Customer Service

Stress Management

Fluency in Arabic

Fluency in English

Education

High School Diploma

Degree in Related Field

Tools

CRM Software

Computer Systems

Job description

Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements:

1. High school diploma or equivalent is required; a degree in a related field is a plus
2. Prior experience in a customer service or call center role is preferred
3. Strong communication skills, both verbal and written
4. Ability to handle stressful situations and manage customer expectations effectively
5. Proficient in using computer systems and CRM software
6. Fluency in Arabic is preferred; knowledge of English is an advantage