Call Centre Agent

SUMMARY:
responsible for handling inbound and outbound calls, providing excellent customer service, resolving inquiries, and promoting company products or services.

POSITION INFO:

Key Responsibilities:

1. Customer Support & Inquiry Handling:

• Answer incoming calls and assist customers with inquiries, complaints, and product/service-related issues.
• Provide accurate information and resolve customer concerns efficiently.
• Escalate unresolved issues to the appropriate department.

2. Sales & Upselling 

• Promote and sell company products or services to potential and existing customers.
• Identify customer needs and recommend suitable solutions.
• Meet or exceed sales and conversion targets.

3. Data Entry & Record Keeping:

• Accurately capture customer details, interactions, and transaction information in the system.
• Maintain customer confidentiality and comply with data protection regulations.

4. Performance & Teamwork:

• Meet daily, weekly, and monthly call volume and quality targets.
• Participate in team meetings, training sessions, and feedback reviews.
• Support colleagues and maintain a positive team culture.

Education: Minimum Grade 12 (Matric) or equivalent qualification
Experience: Prior experience in a call centre or customer service role is advantageous
Technical Skills: Knowledge of call centre software, CRM systems, and Microsoft Office

Languages: Fluent in English (additional languages are a plus)