Call Centre Customer Care Position - BPO

Intellibpo; Johannesburg; On-site; ZAR 120,000 - 180,000; Full time

Job summary

IntelliBPO is seeking a on-site Call Centre Customer Care professional based in the Johannesburg area. You will handle inbound and outbound calls, respond to inquiries, resolve issues, and document interactions in CRM systems, following scripts and escalating when needed.

The role requires meeting performance targets, collaboration with supervisors, and participation in ongoing training to maintain service quality in a fast-paced BPO environment.

Qualifications

• Experience in customer service or call center environments.
• Clear, professional communication and active listening.
• Analytical skills to identify root causes and appropriate solutions.
• Strong focus on customer satisfaction and service quality.
• Call center or BPO experience preferred.
• Ability to work shifts including evenings, weekends or holidays.
• Familiarity with CRM systems and basic computer literacy.
• Minimum high school diploma; further education in business or communications is an advantage.
• Reliable, adaptable, and able to perform in a fast-paced, target-driven environment.

Responsibilities

• Handle inbound and outbound customer calls and inquiries.
• Resolve issues and provide clear, accurate information.
• Document interactions in call center systems per processes.
• Follow defined scripts and guidelines; escalate complex problems.
• Aim to meet performance targets for response time and satisfaction.

Skills

Customer service

Communication

Analytical skills

Customer satisfaction

Reliability

Adaptability

Team collaboration

CRM systems

Problem solving

Education

High school diploma

Job description

Company Description

IntelliBPO is a relationship-driven outsourcing provider focused on understanding and supporting each client's unique business needs. The company delivers customer care, digital customer experience, and technology solutions through personalized, responsive, and dependable service. IntelliBPO operates as an extension of its clients' businesses, aligning people, systems, and operational discipline to create strong, long-term partnerships. The organization offers outsourced, co-sourced, and hybrid models, all designed to deliver well-run work shaped around each client's standards and expectations. Team members join an environment that values collaboration, thoughtful engagement, and consistent service quality.

Role Description

This on-site Call Centre Customer Care Position - BPO role is based in the Johannesburg Metropolitan Area. The role involves handling inbound and outbound customer calls, responding to inquiries, resolving issues, and delivering clear, accurate information in a professional manner. Daily tasks include documenting interactions in call center systems, following defined processes and scripts, and escalating complex problems to the appropriate teams when needed. The position requires meeting performance targets such as response time, call quality, and customer satisfaction, while adhering to client-specific guidelines and compliance standards. Team members are expected to collaborate with supervisors and colleagues, participate in ongoing training, and contribute to a positive, service-focused call center environment.

Qualifications

• Candidates should possess strong Customer Service and Customer Support skills, with a focus on building trust and resolving issues effectively.
• Candidates should possess clear and professional Communication skills, including active listening and the ability to explain information in a straightforward way.
• Candidates should possess Analytical Skills to understand customer needs, identify root causes of problems, and apply appropriate solutions.
• Candidates should possess a mindset oriented toward Customer Satisfaction, consistently aiming to improve the customer experience and meet service quality goals.
• Previous call center or BPO experience is preferred, especially in customer-facing roles.
• Ability to work shifts, including evenings, weekends, or holidays as required by client operations.
• Comfort with call center technologies and CRM systems, and basic computer literacy.
• Minimum of a high school diploma or equivalent; further education in business, communications, or related fields is an advantage.
• Reliability, adaptability, and the ability to perform in a fast-paced, target-driven environment.