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Customer Service Agent- JHB
NUTUN
Description
To support members by serving as the first point of contact for inquiries related to accounts, products, and services, providing clear, accurate, and supportive communication to ensure members feel informed and empowered.
Requirements
- Grade 12 / Matric certificate.
- 2+ years of work experience in an international call centre campaign.
- Willingness to work night shift.
- Good written and verbal communication (neutral accent).
- Knowledge of the function, process, and systems in a Call Centre Environment.
- Proficiency in MS Office (advantageous).
- Experience in working with targets and tight deadlines.
- Relationship management skills.
- Knowledge of relevant legislative requirements.
- Ability to document interactions clearly for tracking and quality assurance.
- Ability to handle sensitive personal and financial information with confidentiality.
Key Responsibilities
- Grade 12 / Matric certificate.
- 2+ years of work experience in an international call centre campaign.
- Willingness to work night shift.
- Good written and verbal communication (neutral accent).
- Knowledge of the function, process, and systems in a Call Centre Environment.
- Proficiency in MS Office (advantageous).
- Experience in working with targets and tight deadlines.
- Relationship management skills.
- Knowledge of relevant legislative requirements.
- Ability to document interactions clearly for tracking and quality assurance.
- Ability to handle sensitive personal and financial information with confidentiality.
Skills & Attributes
Personality Attributes
- Deadline Driven â Meets targets and tight deadlines consistently.
- Stress Tolerant â Copes well with pressure and setbacks.
- Accountable â Takes ownership of member inquiries and outcomes.
- Team Player â Contributes positively to the team environment.
- Problem Solver â Troubleshoots member issues effectively.
- Goal-Oriented â Achieves personal work goals and objectives.
- Follows Instructions â Adheres to procedures and protocols.
- Empathetic â Provides supportive and caring communication.
- Resilient â Thrives in a night shift environment.
- Detail-Oriented â Documents interactions accurately.
- Professional â Maintains a neutral accent and professional demeanour.
- Special Conditions of Employment:
- This is a night shift role.
- Willingness to work night shifts and adhere to the schedule.
Core Competencies
- Inbound Call Centre Operations (Phone, Chat, Email)
- Member Inquiry Resolution (Accounts, Products, Services)
- Issue Troubleshooting & Escalation
- KPI Achievement (Response Time, Resolution Rate, CSAT)
- Documentation & Quality Assurance
- Sensitive Information Handling (Personal & Financial)
- Product & Policy Knowledge Maintenance
- MS Office Proficiency
- Relationship Management
- Legislative Compliance Awareness
- Process Improvement Contribution
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