OptiPlan: Call Centre Agent

Closing Date 2025/11/20

Reference Number KFM

Job Title OptiPlan: Call Centre Agent

Job Type Contract

Business Unit Spec-Savers South Africa

Department Call Centres

Number of Positions 1

Location - Town / City Port Elizabeth

Location - Province Eastern Cape

Location - Country South Africa

Minimum Education Level Grade 12 | National Certificate

Job Category Customer Service

Job Advert Summary

A Call Centre Agent serves as a primary point of contact for customers, handling inbound and outbound calls to address inquiries, resolve issues, and provide exceptional customer service. This role demands excellent communication skills, a proactive and solution-oriented mindset, and strong customer-centric approach. The ideal candidate will be a motivated and dynamic individual responsible for responding to queries from customers and stores, as well as conducting outbound calls

At our company, we live by our ICARE values:
Innovation
,
Collaboration
,
Accountability
,
Respect
, and
Empathy
. We believe in fostering creativity and developing forward-thinking solutions to drive excellence. Our collaborative approach brings together diverse perspectives to achieve shared goals, while accountability ensures that we take ownership of our actions to build trust and credibility. We hold respect at the core of our interactions, valuing each individual's contributions and treating everyone with dignity. Lastly, empathy guides us to understand and support others, creating a compassionate and inclusive environment where everyone can thrive.

Minimum Requirements

• Proven experience in customer service, call centre operations, or a related field.
• Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
• Proficiency in using computers CRM platforms, and call handling systems.

Duties and Responsibilities

Customer Interaction

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns and requests.
• Conduct outbound calls to follow up on customer issues, gather information and interact with customers and stores on account updates or recalls.
• Ensure courteous, empathetic and engaging communication to create a positive customer experience.

Issue Resolution

• Actively listen to customer needs and concerns, offering accurate and efficient solutions.
• Troubleshoot customer issues effectively and escalate more complex matters to senior representatives or supervisors when needed.
• Follow established procedures and guidelines to resolve customer complaints and ensure timely, satisfactory resolutions.

Information Management

• Accurately capture and update customer information, inquiries, and interactions in the database or CRM system.
• Maintain detailed records of calls, including issues discussed, actions taken, and follow-up tasks.
• Utilize available resources and knowledge bases to provide accurate and relevant information to customers

Product/Service Knowledge

• Gain a thorough understanding of the company's offerings, policies, and procedures.
• Stay informed on new product, services and promotions to effectively address customer inquiries and concerns.
• Provide guidance and recommendations to customers based on their individual needs and preferences.

Quality Assurance

• Adhere to quality standards and performance metrics, including call handling time, customer satisfaction ratings, and resolution rates.
• Participate in training, coaching and development opportunities to enhance communication skills, product knowledge, and service delivery.

• Collaborate with team members and supervisors to identify process improvements and best practices for delivering exceptional customer service.

• Recall customers when their contract comes to an end and to try and motivate the customer to transact at the store again.