Customer Service Agent

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Position

Description:

Customer Service Agent

Position Number: 7519

Reference Number: 2027147

Location:

Midrand

Job Type: Permanent

We are seeking a customer-focused and results-driven Inbound Call Centre Agent to join our Customer Service team. The successful candidate will be responsible for handling incoming customer calls and emails, resolving queries efficiently, processing customer requests, and delivering an exceptional customer experience.

The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to resolve customer concerns professionally while maintaining high levels of accuracy and compliance.

• Answer inbound customer calls and emails within agreed service level standards.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer queries and complaints during the first interaction wherever possible.
• Escalate complex customer issues to the relevant department when necessary.
• Deliver professional, courteous, and customer-centric service at all times.

• Verify customer information in accordance with company procedures.
• Capture, maintain, and update customer records accurately on CRM systems.
• Log all customer interactions, requests, and complaints correctly and timeously.
• Adhere to approved call scripts, processes, and quality standards where applicable.

• Investigate customer concerns and identify appropriate solutions.
• Follow up on outstanding matters to ensure customer satisfaction and resolution.
• Contribute towards achieving first-call resolution

• Grade 12 / Matric (Essential)
• Relevant Customer Service qualification (Advantageous)

• 1-2 years' experience in a call centre or customer service environment.
• Experience handling inbound customer calls.
• Experience working with CRM systems and telephony platforms.
• Proven ability to manage customer interactions professionally and effectively

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Good problem-solving and conflict-resolution skills.
• Computer literacy, including proficiency in Microsoft Office applications.
• Ability to accurately capture and maintain customer information.
• Strong attention to detail and administrative accuracy.

This role offers an exciting opportunity to be part of a dynamic customer service team dedicated to delivering exceptional customer experiences. If you are passionate about helping customers, enjoy problem-solving, and thrive in a fast-paced environment, we encourage you to apply.

We are committed to Employment Equity and encourage applications from suitably qualified candidates.