Telesales/Call Center Agents

Job Vacancy: Telesales/Call Center Agents

Job Purpose:

Key Responsibilities:

• Handle inbound and outbound customer calls efficiently and courteously.
• Provide accurate information about products, services, and policies.
• Assist customers with queries, complaints, and requests, ensuring first-call resolution where possible.
• Escalate complex issues to the relevant department or supervisor.
• Capture and update customer information accurately on the system.
• Meet daily, weekly, and monthly call handling and sales targets.
• Adhere to call scripts, compliance regulations, and quality standards.
• Always maintain a professional and friendly tone.
• Participate in training sessions and team meetings.
• Contribute to overall team performance and customer satisfaction.

Minimum Requirements:

• Education: Grade 12 / Matric (essential).
• Experience:
  • 2 - 3 years’ experience in a call centre or customer service environment (depending on role level).
  • Experience in sales, customer care, or technical support advantageous.
• Skills:
  • Excellent verbal and written communication skills.
  • Computer literacy (MS Office, CRM systems, call centre software).
  • Strong listening and problem-solving skills.
  • Ability to work under pressure and handle high call volumes.
• Other Competencies:
  • Customer-focused and service-oriented.
  • Resilient with the ability to handle rejection or difficult customers.
  • Strong attention to detail and accuracy.
  • Team player with a positive attitude.
  • Flexible to work shifts, weekends, and public holidays if required.

Key Performance Indicators (KPIs):

• Average handling time (AHT).
• First-call resolution rate.
• Customer satisfaction scores.
• Sales conversion rate (if applicable).
• Adherence to schedule and compliance standards.