Customer Service Agent

iContact BPO; Randburg; On-site; ZAR 120,000 - 180,000; Full time

Job summary

iContact BPO in Randburg, South Africa, is seeking a professional Customer Service Agent to provide inbound support to customers and dealerships. The role requires handling enquiries, scheduling service appointments, and delivering accurate product information while maintaining a seamless customer experience.

The ideal candidate has 1–2 years of customer service or call centre experience, Grade 12, and strong communication and problem-solving skills.

Qualifications

• Grade 12 (Matric) required.
• 1–2 years' customer service or call centre experience.
• Experience in automotive or dealership support is advantageous.
• Excellent verbal and written communication.

Responsibilities

• Handle inbound customer and dealership enquiries professionally.
• Schedule, amend, and cancel service appointments in dealership systems.
• Provide accurate product and service information to customers.
• Maintain accurate customer records and document interactions.
• Meet KPIs such as ASA, talk time, and customer satisfaction.
• Maintain confidentiality and follow company policies.
• Work night shift.

Skills

Customer service

Communication skills

Multitasking

Problem-solving

Team player

Attention to detail

Education

Grade 12 (Matric)

Tools

CRM systems

MS Office

Job description

We are seeking a professional and customer-focused Customer Service Agent to provide exceptional inbound support to customers and dealerships. The successful candidate will be responsible for handling customer enquiries, resolving concerns, managing service appointments, and delivering accurate product and service information while ensuring a seamless customer experience.

The ideal candidate will maintain high service standards by accurately managing bookings, documenting customer interactions, and adhering to company policies and compliance requirements. This role requires excellent communication skills, strong attention to detail, and the ability to achieve key performance targets in a fast-paced, customer-centric contact centre environment.

Key Responsibilities

• Handle inbound customer and dealership enquiries professionally, providing accurate information and resolving queries in a timely manner.
• Schedule, amend, and cancel service appointments while ensuring all bookings are accurately recorded within dealership systems.
• Deliver an exceptional customer experience by building positive customer relationships and ensuring high levels of customer satisfaction.
• Identify opportunities to generate additional revenue by promoting value-added services and addressing declined service recommendations where appropriate.
• Maintain accurate customer records and document all interactions within the relevant systems.
• Meet or exceed key performance indicators (KPIs), including Speed of Answer (ASA), Talk Time, After Call Work (ACW), Quality Assurance (QA), and customer satisfaction targets.
• Maintain a high level of product and service knowledge to provide accurate guidance and support to customers.
• Adhere to company policies, quality standards, and compliance requirements while maintaining the confidentiality of customer information.
• Participate in ongoing coaching, training, and development initiatives to continuously improve performance and service delivery.
• Grade 12 (Matric).
• Minimum of 1–2 years' experience in a customer service or call centre environment.
• Previous experience supporting customers within the automotive, dealership, or service industry will be advantageous.
• Experience handling high-volume inbound customer calls.
• Computer literate with proficiency in Microsoft Office and CRM/customer management systems.
• Excellent verbal and written communication skills.
• Ability to work night shift
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Excellent attention to detail and accuracy.
• Strong organisational and time management skills.
• Ability to work efficiently in a fast-paced, target-driven environment.
• Ability to multitask and manage competing priorities.
• Professional telephone etiquette and interpersonal skills.
• Sales and persuasion skills with the ability to identify revenue-generating opportunities.
• Computer literacy with the ability to navigate multiple systems simultaneously.
• Resilient, adaptable, and able to perform well under pressure.
• Team player with the ability to work independently and collaboratively.
• High level of professionalism, integrity, and customer focus.