Call centre agent

Recruiter:

Phakisa Holdings

Job Ref:

JHB000230/AB

Date posted:

Tuesday, October 7, 2025

Location:

Johannesburg, South Africa

SUMMARY:

Join our team as a Call Centre Agent! Provide exceptional customer service, handle inquiries and complaints, and ensure customer satisfaction in a professional and efficient manner.

POSITION INFO:

Job Vacancy: Call Centre Agent

Job Purpose:To provide exceptional customer service by handling inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction while adhering to company policies and quality standards.
Key Responsibilities:

Handle incoming customer calls promptly and professionally.
Provide accurate information about products, services, and policies.
Resolve customer issues and complaints efficiently and courteously.
Document all customer interactions and transactions accurately in the CRM system.
Follow up with customers as needed to ensure issues are resolved.
Meet individual and team targets for call handling time, customer satisfaction, and quality standards.
Escalate complex or unresolved issues to supervisors or relevant departments.
Maintain up-to-date knowledge of company products, services, and procedures.
Adhere to call centre scripts and guidelines while maintaining a friendly and helpful tone.
Participate in training and team meetings to improve performance and customer service skills.

Minimum Requirements:

Matric (Grade 12) or equivalent qualification
Previous experience in a call centre or customer service environment is preferred but not essential
Excellent communication skills (verbal and written)
Good listening and problem-solving abilities
Basic computer literacy and ability to use CRM systems
Ability to work under pressure and manage multiple tasks
Professional and positive attitude
Reliable, punctual, and team-oriented
Ability to work shifts, including evenings, weekends, or public holidays if required

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