Job Description

A Call Center Agent, also known as a Customer Service Representative, is responsible for handling customer inquiries, complaints, and feedback via phone, email, or chat. Here is a comprehensive job description:

Key Responsibilities

1. Answer customer calls: Respond to customer inquiries, resolve issues, and provide product or service information.

2. Resolve customer complaints: Listen to customer concerns, empathize, and resolve issues in a timely and professional manner.

3. Provide product/service information: Educate customers on products, services, features, and benefits.

4. Process transactions: Handle customer transactions, such as orders, returns, and exchanges.

5. Meet sales targets: Upsell or cross-sell products or services to meet sales targets.

6. Maintain customer records: Update customer information, interactions, and transaction history in the CRM system.

7. Collaborate with teams: Work with other departments, such as sales, marketing, and technical support, to resolve customer issues.

Skills and Qualifications

1. Excellent communication skills: Verbal and written communication skills to effectively interact with customers.

2. Customer service skills: Ability to provide exceptional customer service, empathy, and conflict resolution.

3. Product knowledge: Familiarity with products or services offered by the company.

4. Technical skills: Proficiency in using CRM software, telephony systems, and other technical tools.

5. Time management: Ability to manage time effectively, prioritize tasks, and meet performance metrics.

6. High school diploma or equivalent: Minimum educational requirement.

Work Environment

1. Call center environment: Work in a fast-paced, dynamic call center environment.

2. Shift work: Work varied shifts, including evenings, weekends, and holidays.

3. Remote work options: Some companies may offer remote work options.

Performance Metrics

1. First Call Resolution (FCR): Resolve customer issues on the first call.

2. Customer Satisfaction (CSAT): Meet or exceed customer satisfaction targets.

3. Average Handling Time (AHT): Manage call time to meet productivity targets.

4. Sales targets: Meet or exceed sales targets.

Job Type: Full-time

Pay: R4000,00 - R10000,00 per month

Ability to commute/relocate:

Pretoria North, Gauteng: Reliably commute or planning to relocate before starting work (Preferred)
Education:

High School (matric) (Preferred)
Experience:

Call centre debt cancellation: 1 year (Preferred)
Language:

English (Preferred)
Location:

Pretoria North, Gauteng (Preferred)
Willingness to travel:

100% (Preferred)
Work Location: In person

Expected Start Date: 2025/02/24