Xitsonga Contact Center Agent

Mpower People Solutions; Cape Town; On-site; ZAR 96,000 - 116,000; Part time

Job summary

Mpower People Solutions in Century City, Cape Town, is seeking an inbound customer service agent to identify needs and deliver first-class service. You will answer calls, provide product and service information, and resolve issues using the in-house CRM, while maintaining productivity and quality standards.

The role requires 6–12+ months of experience, Matric, immediate availability, and a clear criminal record.

Qualifications

• Must have 6–12+ months inbound customer service experience.
• Matric/Grade 12 is required.
• Available to start immediately.
• Clear criminal record is mandatory.
• Bi-lingual or multilingual is required.

Responsibilities

• Answer call and respond to customer requests.
• Provide customers with product and service information.
• Identify, research, and resolve customer issues using the in-house operating system.
• Complete call logs and reports.
• Assist irate members and escalate when required to senior agents/team leader.
• Ensure own productivity levels and quality standards are met at all times.
• Perform daily administrative functions and data capture to the CRM system.

Skills

Inbound calls

Customer service

Bi-lingual / multilingual

CRM system

Education

Matric/Grade 12

Tools

CRM system

Job description

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract & transactional inquiries.

Key responsibilities may include but are not limited to:

• Answer call and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assisting irate members and elevate when required to senior agents/team leader
• Ensure own productivity levels are maintained and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM system

PLEASE NOTE:

• You must be bi-lingual or multilingual to be considered for this position
• Location: Century City (must be able to travel to start an 8 am shift)
• FTC: TBC
• Basic Salary: R9500 per mont (no incentives or commissions)
• Type of contracting: Project-based fixed term contract
• 4 week training program (Paid on the normal salary)
• Must have 6 to 12+ months of inbound customer service experience
• Shift times: 8 am to 5 pm Mon to Friday and every second Saturday 8 am to 12 pm (if you work on a Saturday then you would start from a Tuesday to Friday from 8:30am to 4:30pm)
• No benefits
• Must have Matric/ Grade 12
• Must be available to start immediately
• MUST HAVE A CLEAR CRIMINAL RECORD