Contact Center Representative
On-siteCape Town, Western Cape, South Africa
Job Summary
Handle inbound and outbound calls to resolve customer inquiries, troubleshoot issues, and manage account updates, billing, and verification. Conduct collections activities including payment arrangements, debt negotiation, and follow-ups on outstanding balances. Document all interactions accurately in the CRM system while adhering to scripts, compliance requirements, and client-specific processes. Escalate complex issues to supervisors as needed and maintain professionalism throughout every interaction. Achieve productivity, quality, and attendance targets while navigating multiple systems to support diverse clients across healthcare, retail, and financial services sectors.
Required Qualifications
- National Senior Certificate (NSC) / Grade 12
- Excellent verbal and written communication skills
- Flexibility to work varying hours depending on client requirements
- Ability to navigate multiple systems while engaging with customers
- Capacity to handle high call volumes while maintaining service standards
- Strong attention to detail with accuracy in documentation and account handling
- Goal-oriented mindset with a strong desire to achieve and exceed targets
- Ability to evaluate, troubleshoot, and follow up effectively on client concerns
- Thrives in a fast-paced environment with adaptability to changing priorities
- Excellent interpersonal skills and the ability to build positive relationships with team members and customers
- Reliable and punctual, with the ability to maintain consistent attendance
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Ability to sit/stand for long periods while using a computer and telephone headset
- Ability to operate a computer and other office equipment, including a phone, copier, and printer
- Ability to move about the office to accomplish tasks
- Ability to reach in any direction
- Ability to raise or lower objects
- Ability to move objects from place to place
- Ability to hold onto objects
- Ability to move or exert force up to forty (40) pounds
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to drug screening.
- Background/security investigation results may impact job offers.
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