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
- 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.
- Experience with sales and upselling techniques.
- Customer focus
- Adaptability
- Empathy and patience
- Attention to detail
- Problem-solving
- Good time management
- This role is office based.
- Working hours are 09.00 to 17.30 (UK time) Monday to Friday
- Base salary plus performance-based incentives.
