Call Center Customer Care Agent – BPO

Company Description

IntelliBPO is a business process outsourcing partner focused on building strong, long-term relationships with its clients. The company tailors its services rather than using a one-size-fits-all model, taking time to understand each client’s operations, needs, and pressure points. IntelliBPO delivers customer care, digital customer experience, and technology solutions designed to be personalized, responsive, and dependable. Acting as an extension of the businesses it supports, IntelliBPO integrates people, systems, and operational discipline to create aligned and thoughtful service environments. Through outsourced, co-sourced, and hybrid models, the company aims to provide well-run work that meets each client’s standards and expectations.

Role Description

The Call Center Customer Care Agent - BPO role is an on-site position based in the Johannesburg Metropolitan Area. In this role, the agent responds to inbound and outbound customer calls, emails, and messages, providing accurate information and resolving queries in line with client policies and procedures. Day-to-day tasks include handling customer complaints, processing requests, updating customer records in CRM systems, and escalating complex issues to the appropriate teams when necessary. The agent consistently follows scripts and service guidelines, meets defined performance metrics, and ensures high levels of customer satisfaction on every interaction. This position also involves collaborating with supervisors and peers, participating in coaching or training sessions, and contributing to a professional, service-oriented contact center environment.

Qualifications

• Strong customer-facing capabilities, including Customer Service, Customer Support, and Customer Satisfaction skills.
• Excellent Communication and Interpersonal Skills to interact effectively with diverse customers and team members.
• Ability to manage high call volumes, multitask, and work accurately under time pressure in a BPO or call center environment.
• Comfort with basic computer use, data entry, and CRM or contact center software; willingness to learn new systems.
• Fluency in English (additional languages are an advantage) and clear, professional telephone etiquette.
• Prior experience in customer care, call centers, or BPO operations is preferred but not always required.
• Reliable attendance, a strong work ethic, and openness to shift work, including evenings, weekends, or holidays as needed.

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