Call Centre Agent – JHB

Digicall Group; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading company is seeking a Call Centre Agent in Johannesburg to manage inbound and outbound calls, assist customers with Road Trip products, and ensure adherence to high service standards. The ideal candidate should have at least Grade 12 qualification and 3 years of experience in a call centre or customer service environment. The role requires excellent communication skills and the ability to work effectively in shifts.

Qualifications

• Minimum 3 years' experience in a call center or customer service environment.
• Multilingual capabilities are desirable.

Responsibilities

• Answer inbound calls and assist with information on Road Trip’s products and services.
• Update the CRM database with customer status.
• Provide personalized service and meet call center standards.

Skills

Good verbal and written communication skills

Computer literate

Good sense of direction/navigation skills

Ability to find information from a map

Multilingual

Education

Grade 12 or equivalent NQF level 4

Job description

Closing on: Jul 17, 2025

Role Summary

The Call Centre Agent handles inbound and outbound calls to assist DTS/Road Trip customers, including introducing non-members to the business. The agent ensures professional service to existing clients, adhering to DTS policies and procedures, and facilitates clear communication between drivers and customers for smooth service delivery.

Qualifications

• Minimum: Grade 12 or equivalent NQF level 4
  
  

Experience

• Minimum 3 years’ experience within a call center and /or within a customer services environment.
  
  

Skills & Knowledge

• Good sense of direction/navigation skills.
• Ability to find information from a map.
• Computer literate.
• Good verbal and written communication skills (English) (essential).
• Multilingual (desirable).
• Working knowledge of reports and report writing.
  
  

SHIFTS

• Shift work as per operational requirements.
  
  

Responsibilities

Operational

• Answer inbound calls and assist with information on Road trip’s products and services.
• Comply with call center standards as communicated by business e.g., meeting average handling time, number of bookings made.
• Assist customers who have specific enquiries.
• Take telephone, email and SMS bookings and action according to company specific processes.
• Provide personalized service of the highest level.
• Update the database (CRM) with changes and the status of each customer as per dispatch of drivers to clients according to company specific processes.
• Follow specific call taking processes to deliver services to both internal clients (Staff) and external clients (Members).
• Follow up calls to customers and internal departments when required.
• Cross selling of products and services.
• Work as part of a team to ensure that business requirements are met.
• Complete all paperwork and updating of system as per company specific process.
  
  

COMPETENCIES

• Establishing Rapport: Very quickly establish rapport with people. Like making new friends and find making friends easy. Attach importance to and are effective in making a good first impression.
• Documenting Facts: Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
• Following Procedures: Extremely rule following, procedural and risk averse.
• Upholding Standards: Uphold the highest standards and honour agreed commitments. Is discreet and maintains confidentiality.
• Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.
• Resolving Conflict: Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset.
• Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
• Meeting Timescales: Conscientious about meeting deadlines, highly punctual and high unlikely to leave things unfinished.
• Examining Information: Analyses and processes information very effectively when solving problems. Very curios and good at asking probing questions.
• Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
  
  

Job Category: Call Centre

Job Type: Fixed Term

Job Location: Johannesburg