Inbound Call Centre Agent

Job Title: Inbound Call Centre Agent

Location: Cape Town, Western Cape, South Africa

Employment Type: Full-time

Job Summary

We are seeking a customer-focused and professional Inbound Call Centre Agent to join our team in Cape Town. The successful candidate will handle incoming calls, assist customers with queries, resolve issues efficiently, and deliver a high standard of service while maintaining company policies and procedures.

Key Responsibilities

• Answer incoming calls promptly and professionally
• Assist customers with inquiries, complaints, and service requests
• Provide accurate information about products, services, and processes
• Resolve customer issues on first contact where possible
• Escalate complex queries to the appropriate department when necessary
• Capture and update customer information on internal systems
• Maintain detailed records of interactions and transactions
• Meet daily, weekly, and monthly performance targets (KPIs)
• Adhere to quality assurance standards and compliance requirements
• Deliver excellent customer service and build positive customer relationships

Minimum Requirements

• Grade 12 / Matric certificate
• Previous call centre or customer service experience (preferred)
• Strong verbal and written communication skills in English
• Good listening and problem-solving skills
• Basic computer literacy (MS Office and CRM systems)