Inbound Call Centre Agent

Durpro Workforce Solutions; Cape Town; On-site; ZAR 167,400 - 223,200; Full time

Job summary

A workforce solutions company in Cape Town is looking for a professional Inbound Call Centre Agent. This role involves handling incoming calls, assisting customers with their inquiries, and resolving issues while upholding high service standards. The ideal candidate will hold a Grade 12 certificate and should possess strong communication and problem-solving skills. Previous experience in a call center or customer service setting is preferred. Join a dedicated team focused on delivering exceptional customer service.

Qualifications

• Grade 12 / Matric certificate required.
• Previous call centre or customer service experience preferred.
• Strong verbal and written communication skills in English are essential.

Responsibilities

• Answer incoming calls promptly and professionally.
• Assist customers with inquiries, complaints, and service requests.
• Resolve customer issues on first contact where possible.

Skills

Verbal communication skills

Problem-solving skills

Listening skills

Education

Grade 12 / Matric certificate

Tools

MS Office

CRM systems

Job description

Job Title: Inbound Call Centre Agent

Location: Cape Town, Western Cape, South Africa
Employment Type: Full-time

Job Summary

We are seeking a customer-facing and professional Inbound Call Centre Agent to join our team in Cape Town. The successful candidate will handle incoming calls, assist customers with queries, resolve issues efficiently, and deliver a high standard of service while maintaining company policies and procedures.

Key Responsibilities

• Answer incoming calls promptly and professionally
• Assist customers with inquiries, complaints, and service requests
• Provide accurate information about products, services, and processes
• Resolve customer issues on first contact where possible
• Escalate complex queries to the appropriate department when necessary
• Capture and update customer information on internal systems
• Maintain detailed records of interactions and transactions
• Meet daily, weekly, and monthly performance targets (KPIs)
• Adhere to quality assurance standards and compliance requirements
• Deliver excellent customer service and build positive customer relationships

Minimum Requirements

• Grade 12 / Matric certificate
• Previous call centre or customer service experience (preferred)
• Strong verbal and written communication skills in English
• Good listening and problem-solving skills
• Basic computer literacy (MS Office and CRM systems)