Vacancy: Call Centre Agents (Technical) - Midrand

Call Centre Agents

Role Description

Location: Midrand, Gauteng, South Africa 

Full time and Office Based

Reporting Line: Technical Manager

Job Purpose

This role requires a customer-centric individual with excellent communication skills who is willing to strive to deliver exceptional within every customer engagement. The position is responsible for responding to incoming calls from customers, answering questions and inquiries, troubleshooting problems, providing information, managing complaints, assisting with quotation follow-ups, and customer reporting.

Ann Pinto

Recruitment Consultant / HR Officer

[email protected]

• Answer incoming calls and respond to customer’s emails
• Supply first-line and hardware support
• Manage and resolve customer complaints.
• Log and close calls on the call desk system
• Continuously update calls logged on the call desk system during the call life cycle
• Continuously update calls logged with the customer during the call life cycle
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Identify, and resolve customer complaints
• Manage large amounts of inbound and outbound calls in a timely manner
• Recognize, document, and alert the management team of trends in customer calls
• Complete call logs and applicable reports
• Other related duties as assigned

Experience and Knowledge:
• A minimum of one to three years of experience in a Call Centre environment
• Previous experience within the ICT Distribution industry will be an advantage
• Knowledge of customer service practices and principles
• Previous experience in a customer support role
• Working experience in a customer service environment

Skills and Education:
• Matric with mathematics is essential
• A relevant Call Centre certification
• Proficient in relevant computer applications
• Excellent data entry and typing skills
• Strong telephonic and verbal communication skills, along with active listening
• Customer focus and adaptability to different personality types
• Intermediate skills in MS Word, Excel, Outlook
• Excellent verbal and written business communication skills
• Able to complete basic calculations (ability to work with numbers)
• Organized individual who is deadline-driven with good time management skills
• Excellent interpersonal skills
• Good attention to detail

• Interested in IT products and technology
• Interested in continuously learning about technology products
• Confident, self-motivated, and display a high level of energy
• Customer service orientated
• Enjoy collaboration and able to work as part of a team
• Above average attention to detail
• Willing to go the extra mile to deliver the exceptional
• Strong administrative abilities
• Self-managed

All applications in the form of a detailed CV must be forwarded to:

Ann Pinto
[email protected]