Job Description

Job Title: Contact Centre Agent

Location CapeTown
Job Type Full-time

Reports to Contact Centre Manager & appropriate Director

These are new roles for a client that is establishing a Cape Town contact centre operation. They will be looking for a manager in the fulness of time and they are hoping that one of the initial Two agents will have the right Attitude and Aptitude to fore fill this role, there is therefore progression opportunities for the right applicants.

A Contact Centre Agent serves as the primary point of communication between a company and its customers and prospects.

This role involves Two areas which you will be required to work across, depending upon the business needs.

They are:

Business Development: This will involve identifying targets as well as using provided data and contacting them with the objective of booking an appointment for one of the Directors to deal with. There will a bonus scheme associated with appointment making and the successful signing of the contract.

Customer Service: Handle customer inquiries via phone, email, live chat, or social media.

• Resolve customer complaints in a professional and timely manner.
• Provide accurate information regarding products, services, and company policies.
• Maintain records of customer interactions, transactions, and feedback using CRM software.
• Escalate complex issues to relevant departments or supervisors when necessary.
• Achieve and maintain service level agreements (SLAs) and quality metrics.
• Upsell or cross-sell products when appropriate.
• Stay up-to-date on company policies, procedures, and product/service updates.
• Conducting customer surveys

Required Skills and Qualifications:

• High school diploma or equivalent (higher education preferred).
• Proven customer service experience in a contact centre or similar environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to handle challenging situations.
• Proficient in CRM systems and other contact centre software.
• Ability to multitask, prioritise, and manage time efficiently.
• Strong attention to detail and organisational skills.
• Team player with a positive attitude and strong work ethic.
• Flexible schedule, including the ability to work weekends, holidays, and shifts as required.

Preferred Qualifications:

• Experience with sales and upselling
  techniques.

Key Competencies:

• Customer focus
• Adaptability
• Empathy and patience
• Attention to detail
• Problem-solving
• Good time management

Working Conditions:

• This role is office based.
• Working hours are 09.00 to 17.30 (UK time) Monday to Friday

Compensation:

• Base salary plus performance-based incentives.