Call Centre Agent

Sizekhaya; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading lottery operator in Johannesburg is seeking a Call Centre Agent to handle inbound and outbound calls. The ideal candidate will provide exceptional service, address customer inquiries, and resolve issues while maintaining accurate records. Proficiency in customer service techniques and effective communication is essential, along with the ability to manage high call volumes in a fast-paced environment. This full-time, on-site position offers a dynamic opportunity within a dedicated team, ensuring compliance and excellence in service delivery.

Qualifications

• Proficiency in Customer Service techniques, including active listening and effective communication.
• Ability to manage high call volumes while maintaining composure and professionalism.
• Problem-solving aptitude and ability to handle complaints with empathy and efficiency.
• Proficiency in computer systems, data entry, and multitasking between multiple systems.
• Strong organizational skills and attention to detail.
• Ability to work in a team as well as independently under minimal supervision.
• Fluency in English, with additional local language proficiency being an advantage.
• Previous experience in a call center or customer service role and relevant training is a plus.
• Flexibility to work shifts, including evenings, weekends, and public holidays.

Responsibilities

• Handle inbound and outbound calls, providing information and addressing customer inquiries.
• Resolve issues and deliver exemplary service to players.
• Process complaints and maintain accurate records.
• Ensure compliance with company policies and standards of excellence.

Skills

Customer Service techniques

Active listening

Effective communication

Problem-solving

Data entry

Multitasking

Organizational skills

Fluency in English

Job description

Sizekhaya operates as the 4th licensed operator of the South African National Lottery, striving to transform it into a powerful tool for societal good. The organization blends local South African expertise with world-class technology to grow participation, enhance service delivery, and maximize the Lottery's impact. Centered on the philosophy of “building the home,” Sizekhaya harmonizes tradition with innovation to create meaningful experiences and valuable opportunities. Focused on optimizing its value chain and offering relevant, engaging lottery games, Sizekhaya is committed to fostering trust, reliability, and positive change in communities across the nation.

Role Description

This is a full-time, on-site position based in Johannesburg, South Africa, for a Call Centre Agent. The Call Centre Agent will handle inbound and outbound calls, providing information, addressing customer inquiries, resolving issues, and delivering exemplary service to players. The candidate will also process complaints, maintain accurate records, and ensure compliance with company policies and standards of excellence while working in a fast‑paced, customer‑focused environment.

Qualifications

• Proficiency in Customer Service techniques, including active listening and effective communication
• Ability to manage high call volumes while maintaining composure and professionalism
• Problem‑solving aptitude and ability to handle complaints with empathy and efficiency
• Proficiency in computer systems, data entry, and multitasking between multiple systems
• Strong organizational skills and attention to detail
• Ability to work in a team as well as independently under minimal supervision
• Fluency in English, with additional local language proficiency being an advantage
• Previous experience in a call center or customer service role and relevant training is a plus
• Flexibility to work shifts, including evenings, weekends, and public holidays