Call centre agent

Phakisa Holdings; Cape Town; On-site; ZAR 120 000 - 180 000; Full time

Job summary

A customer service company in Cape Town is seeking a Call Centre Agent to provide excellent customer service. The role involves handling inbound and outbound calls regarding courier deliveries, addressing complaints, and ensuring customer satisfaction. Candidates should possess good communication skills and a problem-solving mindset. Previous experience in a similar role is preferred but not mandatory. This position offers a dynamic work environment in the George area.

Qualifications

• Previous experience in a call centre or customer service role preferred but not essential.
• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.

Responsibilities

• Handle inbound customer calls regarding parcel tracking and complaints.
• Make outbound calls for delivery confirmations or issue resolution.
• Record customer information accurately in the CRM system.
• Provide clear information on services and procedures.
• Escalate complex issues to supervisors as needed.
• Process customer requests like address changes or refunds.
• Maintain a courteous demeanor in customer interactions.
• Meet performance targets for call handling and customer satisfaction.
• Assist in developing FAQs and scripts for service consistency.

Skills

Verbal communication skills

Written communication skills

Listening ability

Problem-solving skills

Job description

SUMMARY

Call Centre Agent - Temp

Location: Goerge area

POSITION INFO

Position: Call Centre Agent / Customer Service Representative

Job Purpose: To provide excellent customer service by handling inbound and outbound calls related to courier deliveries, tracking, complaints, and general inquiries, ensuring customer satisfaction and timely resolution of issues.

Key Responsibilities

• Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints.
• Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues.
• Record and update customer information accurately in the company's CRM system.
• Provide clear and concise information to customers regarding services, policies, and procedures.
• Escalate complex issues to supervisors or relevant departments as needed.
• Process customer requests such as address changes, delivery rescheduling, or refunds.
• Maintain a courteous and helpful demeanor during all customer interactions.
• Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores.
• Assist in developing FAQs and scripts to improve service quality and consistency.

Qualifications and Skills

• Previous experience in a call centre or customer service role preferred but not essential.
• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.