Job Description

Location: Cape Town, Western Cape

Work Model: Office-based

Working Hours: Monday to Friday | US Working Hours

Employment Type: Full-time

Salary: Market-related

Benefits: Medical Aid Allowance + Employer Contribution to Pension Fund

About Our Client

Our client is a leading global business services organisation with an international client base. They are expanding their Cape Town team and are looking for customer-focused, motivated individuals to join their growing operation.

We currently have opportunities available in both Voice Customer Service and Back Office Customer Service.

The Opportunity

As a Voice Customer Service Representative, you will be responsible for handling customer interactions via telephone, resolving queries and providing a professional and positive customer experience.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Assist customers with queries, requests and general account-related matters.
• Identify customer needs and provide appropriate solutions.
• Resolve customer concerns while maintaining a high level of professionalism and empathy.
• Maintain accurate records of customer interactions and transactions.
• Ensure all customer interactions meet required quality and compliance standards.
• Work towards agreed productivity, quality and customer satisfaction targets.
• Escalate complex queries to the relevant departments when required.
• Follow company and client policies, procedures and processes.
• Maintain high standards of attendance, punctuality and performance.

Requirements

• Matric / Grade 12.
• Previous call centre or customer service experience is preferred.
• Excellent verbal and written English communication skills.
• Strong telephone etiquette and active listening skills.
• Customer-focused with a professional and positive attitude.
• Good computer literacy and ability to work across multiple systems.
• Strong problem-solving and communication skills.
• Ability to work effectively in a fast-paced, target-driven environment.
• Strong attention to detail.
• Must be comfortable working Monday to Friday during US working hours.

WHAT OUR CLIENT OFFERS

• Market-related salary
• Medical Aid Allowance
• Employer contribution towards a Pension Fund
• Transport back home
• Monday to Friday working week
• Opportunity to work within a global business services environment
• Training and development opportunities
• Potential for career growth and progression

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