Customer Service Representative

To assist with training and mentoring of new team members by demonstrating best and escalate unresolved or complex queries to the appropriate department or senior team, a contact centre in Alberton, Gauteng is seeking a Customer Service Representative.

Strong performers can expect clear paths to greater responsibility. Good humour and professionalism sit side by side here. If you are the right person for this role, apply without hesitation.

Responsibilities

  • Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
  • Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
  • Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
  • Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
  • Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
  • Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
  • Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

Requirements

  • A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
  • Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
  • The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
  • Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
  • Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
  • Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
  • A minimum of six months to one year of experience in a call centre or customer service environment handling calls.

Qualifications

National Diploma in Marketing or Sales
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...