Walk in Centre Agent Stellenbosch

Alexforbes; Stellenbosch; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A leading financial services company in Stellenbosch is looking for a Walk in Centre Agent. You will be responsible for assisting clients, managing calls, and ensuring high service levels. Candidates should have a National Senior Certificate, relevant customer service experience, and strong communication skills. The role requires a commitment to customer satisfaction and professionalism.

Qualifications

• 2 years' experience as a walk-in centre consultant in financial services.
• Knowledge of CRM and VOIP systems.
• Ability to speak more than 2 languages.

Responsibilities

• Acknowledge and assist clients promptly.
• Engage clients and manage calls efficiently.
• Address complaints and log dissatisfaction.

Skills

Customer service practices

Time management

Problem solving

Effective communication

Adaptability

Active listening

Education

National Senior Certificate - Matric / Grade 12

National Certificate of Customer Relationship Management

National Certificate Contact Centre Agent Qualification

Job description

Designation: PC3182 - Walk in Centre Agent Stellenbosch

Category: Corp Operations

Posted by: Alexander Forbes

Posted on: 28 Jul 2025

Closing date: 04 Aug 2025

Location: Stellenbosch

Overview

Purpose of the Job:

Education

• National Senior Certificate - Matric / Grade 12 - Essential
• National Certificate of Customer Relationship Management - Advantageous
• National Certificate Contact Centre Agent Qualification - Advantageous

Experience

• Contact Centre: Minimum 2 years’ proven work experience as a walk-in centre consultant in a financial services environment.
• 2 – 5 years’ Experience working on CRM and VOIP2
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Ability to speak more than 2 languages

Key Performance Area | Performance Outputs

Customer Service

• Acknowledge and assist clients promptly, maintaining service levels
• Greet clients warmly and treat them as valued guests
• Recognize clients’ presence and engage professionally using appropriate language
• Manage calls efficiently with good communication skills
• Address complaints immediately and log dissatisfaction accurately
• Be courteous and empathetic, building rapport through voice and body language
• Prioritize client needs and requirements
• Engage clients to understand their needs using effective listening and probing
• Create positive experiences by providing accurate information and escalating issues professionally
• Display urgency and professionalism in all interactions
• Maintain updated contact details and record interactions accurately in CRM
• Meet minimum service levels and achieve 85% on product and system assessments monthly
• Ensure full closure of queries and support other business areas when needed
• Maintain data integrity and accuracy in client records
• Adhere to policies, procedures, and protocols at all times
• Use business tools effectively and adhere to schedules and protocols
• Achieve customer satisfaction targets and identify cross-selling opportunities
• Comply with confidentiality laws and treat customers fairly
• Act as a brand ambassador and demonstrate company values
• Participate in professional development and respond to feedback positively

Competency

• Time management
• Problem solving
• Adaptability
• Customer Service
• Negotiation
• Effective communication skills, both verbal and written
• Energy and drive to meet challenges
• Ability to handle repetitive tasks patiently
• Active listening and clear expression tailored to client needs