Contact Centre Agent

Contact Centre Agent – Durban (Supporting UK Customers)

Full-Time | Office-Based | Durban, South Africa

We are looking for a proactive and customer-focused Contact Centre Agent to join our Durban team, providing exceptional customer service and sales support to our UK-based clients. This role is ideal for someone who is passionate about delivering high-quality service, enjoys building customer relationships, and thrives in a fast-paced environment.

As part of our customer-facing team, you will play a vital role in improving customer satisfaction, contributing to sales growth, and supporting various areas of the business.

About the Role

As a Contact Centre Agent, you will be responsible for delivering outstanding customer service across multiple communication channels. You will handle enquiries, process customer orders, resolve issues, and actively contribute to sales opportunities through upselling, cross-selling, and account growth.

You will work closely with Field Sales Representatives and other internal teams to ensure customers receive seamless, professional, and efficient service at every stage.

Key Responsibilities

• Provide high-quality customer service by responding to enquiries across multiple platforms.
• Handle customer complaints and escalations professionally and efficiently.
• Process customer orders accurately in line with Sales Order Processing procedures and GDPR requirements.
• Log and record all customer interactions on the CRM system.
• Maximise sales opportunities through upselling, cross-selling, reactivating accounts, and identifying new opportunities.
• Achieve sales targets linked to new product launches, promotions, and special offers.
• Collaborate with Field Sales Representatives and wider sales teams for customer support.
• Work towards departmental KPIs for productivity, response times, and quality standards.
• Support continuous improvement initiatives and adapt to changing business needs.
• Assist with back-office administrative tasks where required.
• Develop strong product and system knowledge and participate in ongoing training programmes.

Standard Company Requirements

• Comply with Health & Safety policies, wearing PPE when required.
• Participate in quality programmes and support quality initiatives.
• Adhere to MHRA guidelines and remain aware of applicable regulations.
• Understand principles of Good Distribution Practice (GDP) where applicable.
• Maintain behaviours that support company licences and certifications.
• Undertake all mandatory and recommended training.
• Carry out any other reasonable tasks assigned by your Manager.

Skills & Competencies

• Excellent organisational and multi-tasking abilities with strong attention to detail.
• Advanced analytical skills, including strong Excel proficiency.
• Effective time management and prioritisation skills.
• Excellent written and verbal communication skills.
• Professional and polite manner when dealing with customers and colleagues.
• Ability to work both independently and as part of a team.
• CRM experience (advantageous but not essential).

Experience Required

• Proven experience in a Sales or Customer Service role.
• Dental industry experience highly advantageous, but not essential.
• Strong working knowledge of Microsoft Word, Excel, and Outlook.

Why Join Us?

• Work with a supportive, international team serving UK customers.
• Opportunity for growth, development, and skills training.
• Fast-paced and dynamic working environment.
• Stable, full-time employment with long-term career potential.

Job Type: Full-time

Pay: R18 000,00 - R22 000,00 per month

Education:

• Certificate (Required)

Language:

• English (Required)

Work Location: In person