ZAF Customer Service Representative PO- Financial/Retail

Teleperformance; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Teleperformance in Cape Town seeks a Customer-focused Retail Agent with experience in sales and service support to resolve inquiries and manage account-related issues. You will handle high volumes of inbound calls, deliver first-contact resolution, and maintain accurate records while meeting performance targets.

The role emphasizes empathetic communication, active listening, and relationship-building to enhance customer satisfaction and loyalty in a fast-paced BFSI-aligned environment.

Qualifications

• Matric/Equivalent is required.
• Minimum 12 months experience in customer service, retail, or contact centre environments.

Responsibilities

• Professionally handle high volumes of inbound customer interactions while maintaining excellent service standards.
• Resolve customer enquiries relating to orders, deliveries, returns, refunds, payments, account management, and product information.
• Deliver first-contact resolution wherever possible to enhance customer satisfaction and loyalty.
• Build strong customer relationships through effective communication, active listening, and empathy.
• Identify customer needs and provide appropriate solutions and recommendations based on individual requirements.
• Maintain accurate customer records and ensure all interactions are documented correctly.
• Meet and exceed individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Escalate complex issues when required while retaining ownership of customer concerns until resolution.
• Adhere to company procedures, compliance requirements, and data protection standards at all times.
• Collaborate with colleagues and support continuous improvement initiatives to enhance the overall customer experience.

Skills

Customer Service Excellence

Retail & E-commerce Support

Complaint Resolution

Customer Retention & Loyalty

Problem Solving & Decision Making

Relationship Building

Attention to Detail

Adaptability & Resilience

Active Listening & Empathy

Target & KPI Achievement

Multitasking & Time Management

CRM & Customer Management Systems

Effective Communication

High-Volume Handling

Education

Matric/Equivalent

Job description

Overview

Customer-focused Retail Agent experienced in providing exceptional sales and service support, resolving customer enquiries, and handling account-related issues. Committed to delivering outstanding customer experiences while achieving performance targets.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Skills & Competencies

• Customer Service Excellence
• Retail & E-commerce Support
• Complaint Resolution
• Customer Retention & Loyalty
• Problem Solving & Decision Making
• Relationship Building
• Attention to Detail
• Adaptability and Resilience
• Active Listening & Empathy
• Target & KPI Achievement
• Multitasking & Time Management
• CRM & Customer Management Systems
• Ability to multitask effectively in a fast-paced environment.
• Self-motivated, target-driven, and committed to achieving performance goals.
• Strong relationship-building skills and the ability to communicate confidently with customers.
• Strong customer-focused approach with a passion for delivering outstanding service

Education and Specific Training

• Matric/Equivalent

Work Experience

• Minimum of 12 months experience in customer service, retail, sales in a contact centre environment.

Responsibilities

Responsibilities

• Professionally handle high volumes of inbound customer interactions while maintaining excellent service standards.
• Resolve customer enquiries relating to orders, deliveries, returns, refunds, payments, account management, and product information.
• Deliver first-contact resolution wherever possible to enhance customer satisfaction and loyalty.
• Build strong customer relationships through effective communication, active listening, and empathy.
• Identify customer needs and provide appropriate solutions and recommendations based on individual requirements.
• Maintain accurate customer records and ensure all interactions are documented correctly.
• Meet and exceed individual and team performance targets, including quality, productivity, and customer satisfaction metrics.
• Escalate complex issues when required while retaining ownership of customer concerns until resolution.
• Adhere to company procedures, compliance requirements, and data protection standards at all times.
• Collaborate with colleagues and support continuous improvement initiatives to enhance the overall
• customer experience.