Call Center Agent

Construction Industry Development Board; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A government organization is seeking a Call Centre Coordinator to manage daily operations and handle customer queries. Responsibilities include answering calls efficiently, updating records, resolving escalated issues, and maintaining equipment. Candidates should possess strong communication and customer service skills. This role is based in Gauteng, South Africa.

Qualifications

• Effective communication skills.
• Ability to handle queries and complaints.
• Customer service orientation.

Responsibilities

• Answer calls within an effective time period.
• Coordinate daily running of the call center.
• Ensure communications and records are updated.
• Handle escalated queries and complaints.
• Report equipment damages and maintenance.

Job description

Call Centre Coordination : To answer calls within an effective time period.

Coordinating the daily running of the call centre.

Ensuring that all relevant communications, records and data are updated and recorded.

Daily, weekly and monthly targets of calls are met.

Query Handling

Refer escalated calls and emails from customers, e.g. queries, incidents, complaints and requests for information from operators, occurrences, safety or security threats to the Call Centre Overseer.

Provide support in the assurance that all escalated customer queries and complaints are resolved in a timely manner.

Provide support to Call Centre Overseer with the resolution of errors or discrepancies and complex customer problems.

Promote goodwill and a positive image of the company.

Positive Customer Feedback.

Acceptable query resolution targets and turnaround times.

Equipment Maintenance :

Exercise due care of call centre equipment.

Report damages, loss, and theft of equipment.

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