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Call Centre Service Agent

Call Centre Service Agent

Momentum Metropolitan Holdings LimitedZA
30+ days ago
Job description

Job title : Call Centre Service Agent

Job Location : Eastern Cape,

Deadline : September 30, 2025

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Role Purpose

  • The purpose of this temporary role is to deliver a professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

    • Requirements

  • It is essential to have a National Senior Certificate (Bachelor's pass with Mathematics or Mathematical Literacy as a Grade 12 subject highly advantageous)
  • It would be an advantage to have completed a business-related tertiary qualification
  • 1 - 2 Years’ experience in a call centre or client service environment with proven knowledge of customer service principles and practices is highly advantageous
  • Language proficiency in English and either IsiXhosa, Setswana or Sesotho
  • MS Office 365 proficiency

    • Duties & Responsibilities

  • Engage with clients and / or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
  • Take ownership of complaints and ensure they are resolved timeously and effectively.
  • Provide clients with the relevant information and documentation as required in line with policy guidelines.
  • Capture and update client information on relevant system / s, based on data received from the client.
  • Accurately complete all administrative and reporting requirements within agreed timeframes.
  • Adhere to legislative / compliance requirements in the service process.
  • Identify and report process and system failures and enhancements to improve client experience.
  • Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
  • Escalate client queries to the relevant department or stakeholder.
  • Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
  • Provide authoritative, expertise and advice to clients and stakeholders.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

    • Competencies

  • Verbal and written communication
  • Service orientation
  • Problem solving
  • Self-disciplined
  • Detail-oriented
  • Prioritisation
  • Teamwork and collaboration
  • Adaptability
  • Display initiative

    • Deadline : 19th August,2025

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