Call Center Representative

AURE' CONTACT SOLUTIONS; Durban; On-site; ZAR 167,000 - 234,000; Full time

Job summary

AURE' CONTACT SOLUTIONS is hiring a Call Center Representative in Durban to deliver professional customer support across inbound and outbound channels. You will handle inquiries, resolve issues, and provide accurate product information while maintaining high satisfaction levels.

The role requires 1–2 years call center experience, Grade 12, and strong communication skills. You will document interactions, follow procedures, and contribute to retention efforts in a fast-paced, on-site environment.

Qualifications

• Strong customer-focused skills and commitment to customer satisfaction.
• Experience in customer service representative roles with professional, calm, solution-oriented approach.
• Excellent verbal communication, active listening, and rapport-building with diverse clients.
• Solid computer literacy including CRM and call center platforms.

Responsibilities

• Handle customer inquiries across inbound and outbound channels.
• Resolve issues and provide accurate information about products/services.
• Document interactions in systems and follow procedures.
• Escalate complex matters to appropriate teams as needed.
• Support relationship management and client retention efforts.
• Meet performance targets and collaborate with team and supervisors to ensure quality service.

Skills

Customer-focused

Interpersonal skills

Active listening

Communication

Problem solving

Reliability

Education

Grade 12

Post-school qualifications in customer service, business, or communications

Tools

CRM systems

Call center platforms

Basic office software

Job description

Company Description

AURE' CONTACT SOLUTIONS is a South African-based customer engagement provider specializing in high-touch inbound and outbound support. The company helps organizations enhance service quality and client retention while reducing operational costs through its Durban-based operating model. Core services include high-net-worth client support, customer service operations, outbound campaigns, relationship management, concierge-style assistance, and back-office support. By leveraging South Africa's skilled, English-proficient workforce and cost-efficient environment, AURE' delivers premium, scalable, and performance-driven support tailored to sophisticated clientele.

Role Description

This full-time, on-site Call Center Representative role is based in Durban and focuses on providing professional, responsive customer support across inbound and outbound channels. In this position, the representative will handle customer inquiries, resolve issues, and provide accurate information about products and services while maintaining high levels of customer satisfaction. Daily responsibilities include managing calls and digital communications, documenting interactions in systems, following established procedures, and escalating complex matters when necessary. The role also involves supporting relationship management and retention efforts, adhering to performance targets, and collaborating with team members and supervisors to ensure consistent, quality service delivery.

Qualifications

• Strong customer-focused skills, including experience in customer service representative roles and a commitment to customer satisfaction.
• Demonstrated customer support capabilities, with the ability to manage inbound and outbound interactions in a professional, calm, and solution-oriented manner.
• Excellent interpersonal skills, including clear verbal communication, active listening, and the ability to build rapport with diverse clientele.
• Solid computer literacy, including proficiency in basic office software, CRM systems, and call center platforms.
• 1-2 years call center experience
• International experience a bonus
• Prior experience in a call center or contact center environment is beneficial, especially in high-touch or high-net-worth client support settings.
• Ability to work full time on-site in Durban, meet performance metrics, and adapt to structured schedules and processes.
• Grade 12 or equivalent; post-school qualifications in customer service, business, or communications are an advantage.
• Comfort working in a fast-paced environment, with strong problem-solving skills, attention to detail, and reliability.