Call Center Consultant

Virtual Hire Staffing; Gauteng; On-site; ZAR 89,000 - 167,000; Full time

Benefits offered by this job

Competitive Salary

On-the-job Training

Career Growth

Job summary

Virtual Hire Staffing in South Africa is seeking a polite, resilient Call Center Consultant to join our customer support team. The successful candidate will be the primary point of contact for customer inquiries, handle high-volume inbound and outbound communications, and provide efficient, customer-centric solutions.

You will log call details in the CRM, meet KPIs for call duration and first-contact resolution, and escalate complex issues when needed.

Qualifications

• Matric certificate or high school diploma equivalent.
• Experience: 0–2 years in customer service or call center.
• Skills: Excellent verbal and written communication in English.
• Computer literacy: Proficient in MS Office and able to navigate in-house CRM databases.
• Attributes: Strong active listening, patience, and problem-solving abilities under pressure.

Responsibilities

• Handle high-volume inbound and outbound calls, emails, and instant messages in a professional manner.
• Assess customer needs, provide accurate product or service information, and troubleshoot issues.
• Accurately log call details and customer interactions into the CRM system.
• Meet KPIs for call duration, first-call resolution, and service quality levels.
• Escalate complex or unresolved complaints to senior management or specialized departments.

Skills

Verbal & written communication

Active listening

Patience

Problem-solving under pressure

Education

Grade 12

Tools

MS Office

CRM databases

Job description

Required Skills

• Grade 12

Job Summary

We are looking for a polite, resilient Call Center Consultant to join our dynamic customer support team. The successful candidate will act as the primary point of contact for customer inquiries, handle high-volume inbound and outbound communications, and provide efficient, customer-centric solutions.

Key Responsibilities

• Handle Communications: Manage a high volume of inbound and outbound calls, emails, and instant messages in a professional manner.
• Resolve Inquiries: Assess customer needs, provide accurate product or service information, and troubleshoot issues.
• Update Records: Accurately log call details, customer interactions, and account updates into the internal CRM system.
• Adhere to Standards: Meet company key performance indicators (KPIs) regarding call duration, first-call resolution, and service quality levels.
• Escalate Issues: Transfer complex or unresolved complaints to senior management or specialized internal departments.

Requirements & Qualifications:

• Matric certificate or high school diploma equivalent.
• Experience: Minimum of 0 to 2 years of experience in a customer service or call center environment.
• Skills: Excellent verbal and written communication skills in English.
• Computer Literacy: Proficient in MS Office suite and able to navigate in-house CRM databases quickly.
• Attributes: Strong active listening, patience, and problem-solving abilities under pressure.

What We Offer:

• Competitive Salary: Market-related monthly base pay plus performance incentives/bonuses.
• Training: Comprehensive on-the-job training for company products and systems.
• Growth: Clear career advancement opportunities within the organization