Call Centre Agents

Reporting to the Team Leader Role Summary: Support and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller. Key Work Outputs and Accountabilities: Customer Service Complaint Handling Web & Chat Outbound Customer Feedback Support ( Performance indicator) Call monitoring indicators Telephony Performance Volumes of Inbound calls handled Volumes of outbound calls Average duration of calls Accuracy of log updates Complaints Customer satisfaction Average speed to completion Call monitoring Scores Speed of responses to emails Email response accuracy Chat quality and responses Obtain scores for service provided and detailed feedback Qualifications and Experience: Tertiary Education in a related field advantageous Minimum of 5 years experience in a similar role UK Customer Call Center experience essential Evidence of sufficient experience to demonstrate ability Strong value in customer service Good initiative and judgement skills Team player Familiar with Data Protection Communication skills both verbal and written including excellent telephone manner Ability to work in a hybrid environment Skills and Competencies: Passionate about delivering excellent service to every customer. Does what they say they will do to delight customers and achieve the company's goals every day Understands the customer better than anyone Ensures all activities and decisions make life better for customers Communicates well. Keeps colleagues and customers informed about changes that affect them Listens to peoples needs and concerns, and acts on the feedback Is honest, focused and straightforward in conversations Work together to deliver great results. Treat colleagues with respect and recognise everyone has an important contribution to make Take ownership of and effectively manage customer relationships

Location: Claremont, ZA

Posted Date: 5/15/2025