Customer Service Agent

Altron; Midrand; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Altron in Midrand is seeking a Customer Service Agent to handle inbound calls and emails, resolve queries, and deliver an exceptional customer experience. The role emphasizes accuracy, adherence to processes, and strong communication skills within a permanent position in a busy customer service team.

The ideal candidate has 1–2 years in a call centre or customer service environment, solid CRM and telephony experience, and proficiency in Microsoft Office.

Qualifications

• Grade 12 is essential.
• Customer Service qualification is advantageous.

Responsibilities

• Handle inbound customer calls and emails within service levels.
• Provide accurate product/service information and follow processes.
• Resolve customer queries, escalate when needed, and maintain records in CRM.
• Deliver professional, courteous service and aim for first-contact resolution.

Skills

Communication

Customer service

Problem solving

Attention to detail

Education

Grade 12

Customer Service qualification

Tools

CRM systems

Telephony platforms

MS Office

Job description

By submitting your CV on this Career Portal, you acknowledge that your personal information will be processed in accordance with the Protection of Personal Information Act (POPI Act).

We will use your information to: Match your qualifications with suitable job opportunities, Contact you regarding potential employment, and Manage your application in our system.

Your personal information will be kept confidential and protected with appropriate security measures.

You have the right to access your information, request corrections, and object to its use. Should you wish to withdraw your application, you may do so on the Application screen.

If you have any questions about our POPI policy, please contact us via our details on the Altron Website.

Position Description: Customer Service Agent

Position Number: 7519

Reference Number: 2027147

Introduction: Business Unit: Netstar

Location: Midrand

Job Type: Permanent

We are seeking a customer-focused and results-driven Inbound Call Centre Agent to join our Customer Service team. The successful candidate will be responsible for handling incoming customer calls and emails, resolving queries efficiently, processing customer requests, and delivering an exceptional customer experience.

The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to resolve customer concerns professionally while maintaining high levels of accuracy and compliance.

Required Tasks: Customer Service

• Answer inbound customer calls and emails within agreed service level standards.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer queries and complaints during the first interaction wherever possible.
• Escalate complex customer issues to the relevant department when necessary.
• Deliver professional, courteous, and customer-centric service at all times.

Call and Email Handling

• Verify customer information in accordance with company procedures.
• Capture, maintain, and update customer records accurately on CRM systems.
• Log all customer interactions, requests, and complaints correctly and timeously.
• Adhere to approved call scripts, processes, and quality standards where applicable.

Problem Resolution

• Investigate customer concerns and identify appropriate solutions.
• Follow up on outstanding matters to ensure customer satisfaction and resolution.
• Contribute towards achieving first-call resolution

Qualifications

• Grade 12 / Matric (Essential)
• Relevant Customer Service qualification (Advantageous)

Experience

• 1-2 years' experience in a call centre or customer service environment.
• Experience handling inbound customer calls.
• Experience working with CRM systems and telephony platforms.
• Proven ability to manage customer interactions professionally and effectively

Technical Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Good problem-solving and conflict-resolution skills.
• Computer literacy, including proficiency in Microsoft Office applications.
• Ability to accurately capture and maintain customer information.
• Strong attention to detail and administrative accuracy.

General Comment/s: Why Join Us?

This role offers an exciting opportunity to be part of a dynamic customer service team dedicated to delivering exceptional customer experiences. If you are passionate about helping customers, enjoy problem-solving, and thrive in a fast-paced environment, we encourage you to apply.

We are committed to Employment Equity and encourage applications from suitably qualified candidates.