Inbound Call Centre Agent (6-month Contract)

Hungry Lion Fast Foods (Pty) Ltd; Kraaifontein; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading fast food company in Kraaifontein is seeking an Incoming Call Centre Agent to manage calls, provide customer support, and ensure a positive experience. The role requires excellent communication skills, the ability to work under pressure, and a willingness to work flexible hours, including weekends. Candidates must have Grade 12 and at least 6 months of call center experience. Reliable transport is necessary.

Qualifications

• Must have at least 6 months - 1 years’ experience in a call centre environment.
• Must be able to communicate in English and one other official language.
• Must have reliable transport to travel to and from Kraaifontein Industria.

Responsibilities

• Answer all incoming calls promptly.
• Provide information about Hungry Lion products and specials.
• De-escalate situations involving dissatisfied customers.
• Record all complaints on the CRM tool, Freshdesk.
• Handle incoming live chats.

Skills

Excellent customer service

Verbal communication

Problem-solving

Active listening

Interpersonal skills

Education

Grade 12

Job description

ROLE OVERVIEW

The primary role of an Incoming Call Centre Agent is to answer all incoming calls and ensure all callers have the information and assistance needed whilst providing a positive experience of Hungry Lion.

The Incoming Call Centre Agent is the ‘face’ of Hungry Lion.

You will be required to work a rotational shift including some weekends and public holidays during our operational hours.

DUTIES / RESPONSIBILITIES

• First point of contact for internal and external customers
• All calls to be managed promptly by answering all inbound telephone calls within average handling time
• Providing information of all Hungry Lion products, specials, store locations, trading hours etc.
• Answer and direct all Head Office calls accurately
• Actively identify Head Office vs Store calls to reduce number of store destined calls
• Ensuring that calls are transferred to the department or staff member as per laid down processes
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Record all complaints on the CRM tool, Freshdesk
• Handle incoming live chats

REQUIREMENTS

• Grade 12
• Must have at least 6 months - 1 years’ experience in a call centre environment or similar environment
• Must be able to travel with ease to our Warehouse in Kraaifontein on a daily basis
• Must be willing to work flexible hours over weekends and public holidays
• Must have your own reliable transport to travel to and from Kraaifontein Industria
• The shift rotation is scheduled between the hours of 8am and 8pm (the earliest you can start is 8am and the latest you can knock off is at 8pm)

COMPETENCIES

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer centric approach
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Great active listening skills
• Exceptional interpersonal and rapport building skills