Call Centre Customer Care Position - BPO

Company Description IntelliBPO is a relationship-focused business process outsourcing provider that prioritizes understanding and supporting each client’s unique needs. The organization partners closely with businesses to identify how they operate, where challenges arise, and what type of customer care and digital experience support will be most effective. Services span customer care, digital customer experience, and technology solutions, all designed to deliver personalized, responsive, and dependable interactions. IntelliBPO positions itself as an extension of its clients’ operations, aligning people, systems, and processes to maintain high standards. Through outsourced, co-sourced, and hybrid models, the company aims to provide well-managed, transparent services tailored to each client’s expectations.
Role Description This is a full-time, on-site Call Centre Customer Care position based in the Johannesburg Metropolitan Area. The role involves handling inbound and outbound customer calls, responding to inquiries, resolving issues, and providing clear, accurate information in line with client guidelines. The individual will be expected to maintain high levels of customer satisfaction by managing queries professionally, documenting interactions, and following escalation procedures when necessary. Daily responsibilities also include updating customer records, adhering to performance metrics, and collaborating with team members and supervisors to ensure consistent service quality. The position requires flexibility to work in shifts as needed and a commitment to delivering a courteous, empathetic, and solution-focused customer experience.
Qualifications

  • Candidates should possess strong Customer Service and Customer Support skills, with a focus on building trust and handling diverse customer inquiries effectively.
  • Candidates should possess Customer Satisfaction capabilities, including the ability to manage expectations, follow up on issues, and ensure positive outcomes.
  • Candidates should possess excellent Communication skills, including clear verbal and written communication and active listening in a multilingual environment where applicable.
  • Candidates should possess Analytical Skills to understand customer problems, interpret information, and apply logical steps to find appropriate solutions.
  • Relevant experience in a call centre or BPO environment is beneficial, along with familiarity with CRM systems and call centre technologies.
  • A high school diploma or equivalent qualification is typically required; additional training or coursework in customer service or contact centre operations is advantageous.
  • Ability to work on-site in the Johannesburg Metropolitan Area, meet shift requirements, and thrive in a fast-paced, target-driven environment.
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