Call Center Agent

2 weeks ago

Gauteng, South Africa Taskflow Full time

**Job Title: Call Center Agent**

**Job Overview**:
The Call Center Agent is responsible for delivering exceptional customer service through effective communication, problem-solving, and efficient handling of customer inquiries. The role requires a high level of professionalism, empathy, and the ability to adapt to various customer needs.

**Key Responsibilities**:

- **Customer Interaction**:

- Handle inbound and outbound calls professionally and courteously.
- Provide accurate and timely information to customers.
- Resolve customer inquiries, concerns, and issues effectively.
- **Product/Service Knowledge**:

- Demonstrate a comprehensive understanding of the company's products and services.
- Stay informed about updates, promotions, and changes to products/services.
- **Communication Skills**:

- Exhibit excellent verbal and written communication skills.
- Listen actively and respond appropriately to customer needs.
- **Problem-Solving**:

- Analyze customer issues and provide effective solutions.
- Demonstrate critical thinking and creative problem-solving skills.
- **Documentation and Record-Keeping**:

- Maintain accurate and detailed records of customer interactions.
- Document relevant information in the company's database.
- **Sales and Up-Selling**:

- Identify opportunities to upsell or cross-sell products or services.
- Meet or exceed sales targets when applicable.
- **Team Collaboration**:

- Collaborate with team members and other departments to resolve complex issues.
- Share insights and contribute to a positive team environment.

**Qualifications and Skills**:

- **Education**:

- High school diploma or equivalent; additional education is a plus.
- **Experience**:

- Previous experience in customer service or call center roles is preferred.
- **Communication Skills**:

- Fluent in spoken and written English.
- Additional language proficiency may be an asset.
- **Technical Skills**:

- Proficient in using computer systems, databases, and call center software.
- Familiarity with CRM systems is an advantage.
- **Customer-Centric Attitude**:

- Demonstrated ability to empathize with customers and understand their needs.
- Committed to delivering excellent customer experiences.
- **Problem-Solving Skills**:

- Ability to analyze situations, identify problems, and propose effective solutions.
- **Adaptability**:

- Flexibility to adapt to changing processes, tools, and customer needs.
- **Professionalism**:

- Maintain a professional and positive demeanor in all customer interactions.
- Uphold the company's values and image.
- **Team Player**:

- Ability to work collaboratively within a team and contribute to a positive work environment.
- **Time Management**:

- Effectively manage time to meet call handling and resolution targets.

**Performance Metrics**:

- Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and sales targets.

**Salary**: R8,000.00 - R15,000.00 per month

Application Question(s):

- List your previous experience in a call center?

**Experience**:

- call center: 3 years (preferred)

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