Customer Service Agent

Call Centre Agent (Customer Service Representative)
As a Call Centre Agent, you will serve as a Brand Ambassador and the first point of contact for our customers. We are looking for individuals with a genuine passion for helping people, solving problems, and delivering exceptional customer service with empathy, professionalism, and care.

If you are dedicated to creating positive customer experiences and thrive in a fast-paced environment, we want you on our team!

Key Responsibilities

• Deliver world-class customer service by accurately assessing needs and providing appropriate solutions.

• Handle customer requests, inquiries, and complaints with professionalism, empathy, and attention to detail.

• Manage complex queries with accuracy, informed decision-making, and adherence to company guidelines.

• Accurately document all interactions, update call history, and escalate matters to the relevant departments where necessary.

• Stay up to date with product, service, and program knowledge through continuous learning.

• Maintain confidentiality in handling customer information in compliance with policies and legislation.

• Consistently represent the brand in a caring, considerate, and solution-focused manner.

Requirements

• Education: Matric / NQF Level 4 (essential)

• Experience:

  • Minimum 6 months contact centre experience

  • Minimum 6 months customer service experience

  • International call centre background advantageous

  • Experience in food/retail industry considered an asset

• Languages: Proficiency in English plus Zulu, Sotho or Afrikaans preferred

• Technical Skills:

  • Strong oral and written communication skills (typing, spelling, and grammar)

  • Computer literacy with advanced PC knowledge and system navigation skills

• Personal Attributes:

  • Professional, empathetic, and customer-focused

  • Positive attitude with strong teamwork and interpersonal skills

  • Ability to handle sensitive issues with tact, diplomacy, and discretion

  • Adaptable and quick to learn new skills and systems

Working Conditions

• Rotational shifts including weekends and public holidays

• 10-hour shifts (9 productive hours + 1-hour lunch)

• 6-day rotational shifts between 06:00 and 00:00 (including occasional graveyard rotation)

• Ability and willingness to work across all required schedules