Customer Experience & Sales Specialist

Teleperformance; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Teleperformance in Cape Town seeks a Customer-focused Retail Agent with experience in sales and service support to resolve inquiries and manage account-related issues. You will handle high volumes of inbound calls, deliver first-contact resolution, and maintain accurate records while meeting performance targets.

The role emphasizes empathetic communication, active listening, and relationship-building to enhance customer satisfaction and loyalty in a fast-paced BFSI-aligned environment.

Qualifications

• Matric/Equivalent is required.
• Minimum 12 months experience in customer service, retail, or contact centre environments.

Responsibilities

• Professionally handle high volumes of inbound customer interactions while maintaining excellent service standards.
• Resolve customer enquiries relating to orders, deliveries, returns, refunds, payments, account management, and product information.
• Deliver first-contact resolution wherever possible to enhance customer satisfaction and loyalty.
• Build strong customer relationships through effective communication, active listening, and empathy.
• Identify customer needs and provide appropriate solutions and recommendations based on individual requirements.
• Maintain accurate customer records and ensure all interactions are documented correctly.
• Meet and exceed individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Escalate complex issues when required while retaining ownership of customer concerns until resolution.
• Adhere to company procedures, compliance requirements, and data protection standards at all times.
• Collaborate with colleagues and support continuous improvement initiatives to enhance the overall customer experience.

Skills

Customer Service Excellence

Retail & E-commerce Support

Complaint Resolution

Customer Retention & Loyalty

Problem Solving & Decision Making

Relationship Building

Attention to Detail

Adaptability & Resilience

Active Listening & Empathy

Target & KPI Achievement

Multitasking & Time Management

CRM & Customer Management Systems

Effective Communication

High-Volume Handling

Education

Matric/Equivalent

Job description

Teleperformance in Cape Town seeks a Customer-focused Retail Agent with experience in sales and service support to resolve inquiries and manage account-related issues. You will handle high volumes of inbound calls, deliver first-contact resolution, and maintain accurate records while meeting performance targets.

The role emphasizes empathetic communication, active listening, and relationship-building to enhance customer satisfaction and loyalty in a fast-paced BFSI-aligned environment.