Inbound Customer Support Specialist

1 month ago


Cape Town, Western Cape, South Africa mPower People Solutions Full time

Important Notice: Fluency in the Xitsonga language is a prerequisite for this position. Applications lacking this qualification will not be considered.

Role Overview

The primary aim of this position is to comprehend and address customer requirements, providing exceptional service to enhance business profitability while ensuring fair treatment of all clients. This role involves direct communication with customers through an inbound line, addressing general inquiries related to contracts and transactions.

Reporting Structure

Reports to: Team Leader

Key Responsibilities

  • Respond to incoming calls and assist customers with their requests
  • Deliver detailed information regarding products and services
  • Investigate, analyze, and resolve customer issues utilizing the internal operating system
  • Maintain accurate call logs and reports
  • Support distressed customers and escalate issues to senior agents or team leaders when necessary
  • Ensure personal productivity and adherence to quality standards
  • Conduct daily administrative tasks and accurately input data into various CRM systems
  • Comply with and promote company policies and procedures
  • Review and take action on customer cases
  • Monitor Average Handling Time to meet established standards
  • Adhere to scheduled work hours and manage workflow effectively
  • Ensure compliance with Service Level Agreements (SLA) and complete cases within agreed timelines
  • Maintain customer service quality in accordance with set standards and business processes
  • Ensure full compliance with business processes, legal requirements, and standard operating procedures
  • Avoid financial risks related to agent errors and/or authorizations (zero errors)

Qualifications and Experience

· At least 1 year of experience in an inbound call center environment

· Background in customer service

· Administrative experience is preferred

· Experience in healthcare, insurance, finance, or administration sectors, along with knowledge of relevant legislation, is highly desirable

Educational Requirements

· Minimum of Grade 12 qualification (mandatory)

· Formal qualifications in Call Centre operations (advantageous)

· Proficiency in MS Office Suite applications

Compensation: R9500 per month



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