Call Centre Agent

Ferva Business Partners; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading business services provider in Johannesburg is seeking a Call Centre Agent to handle inbound and outbound calls, address inquiries, and provide exceptional service. Candidates should possess excellent communication skills and thrive in a fast-paced environment. Responsibilities include using company systems for data management and adhering to quality assurance standards. The ideal candidate will have prior experience in customer service and a commitment to exceeding customer expectations.

Qualifications

• Previous experience in a call centre or customer service role preferred.
• Flexibility to work various shifts, including evenings, weekends, and holidays as required.
• Commitment to providing exceptional customer service and exceeding customer expectations.

Responsibilities

• Handle inbound and outbound calls from customers, addressing inquiries and resolving issues.
• Utilise company systems to access customer information and process orders.
• Maintain a high level of product and service knowledge to assist customers.

Skills

Excellent communication skills

Active listening

Customer service orientation

Problem-solving

Education

High school diploma or equivalent

Certification in customer service

Tools

Computer proficiency

Job description

As a Call Centre Agent, you will be responsible for handling inbound and outbound calls from customers, addressing inquiries, resolving issues, and providing exceptional service. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to thrive in a fast-paced environment.

Customer Interaction

• Answer inbound calls promptly and professionally, providing accurate information and assistance to customers.
• Make outbound calls to follow up on customer inquiries, resolve issues, or conduct surveys as required.
• Listen attentively to customer concerns, empathise with their situation, and provide appropriate solutions or escalation to the relevant department.

Data Management

• Utilise company systems and databases to access customer information, update records, and process orders or requests efficiently.

Product and Service Knowledge

• Maintain a high level of product and service knowledge to effectively address customer inquiries and promote upselling or cross‑selling opportunities.

Compliance and Quality Assurance

• Adhere to company policies and procedures regarding customer interactions, privacy, and confidentiality.
• Meet or exceed performance targets, including call quality metrics, customer satisfaction ratings, and productivity goals.
• Collaborate with team members and supervisors to share knowledge, troubleshoot issues, and contribute to continuous improvement initiatives.

Professional Development

• Participate in training sessions and ongoing professional development opportunities to enhance skills and knowledge.

Problem‑Solving and Adaptability

• Handle challenging situations with patience, professionalism, and a customer‑first mindset.
• Ability to work efficiently in a fast‑paced environment and adapt to changing priorities.

Requirement

• High school diploma or equivalent; additional education or certification in customer service is a plus.
• Previous experience in a call centre or customer service role preferred.
• Excellent verbal and written communication skills, with a clear and professional telephone manner.
• Strong active listening skills and the ability to empathise with customers' concerns.
• Proficiency in using computers and navigating multiple software applications simultaneously.
• Flexibility to work various shifts, including evenings, weekends, and holidays as required.
• Commitment to providing exceptional customer service and exceeding customer expectations.