Agent - NUTUN

We are a people-oriented business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work, and it is teamwork that drives our success.

INTRODUCTION:

This position is directly responsible for handling inbound and outbound calls and mail while providing quality service to customers. This position is directly responsible for the overall productivity of the call center.

What You'll Do:

• Responsible for taking inbound calls and processing mail directed from the queue
• Assist clients and their members via inbound calls, emails, and live chat
• Research member accounts to ensure all requests align with club policies.
• Communicate with clients and members when additional documentation is needed.
• Ensure accuracy and proper documentation of all interactions.
• Meet or exceed Key Performance Indicators (KPIs) including adherence, call times, and quality.
• Handle high-volume inbound interactions in a fast-paced environment.
• Collaborate with internal teams to resolve complex issues.

WHAT YOU’LL NEED:

• High school diploma or equivalent
• Remote work experience is beneficial
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to manage multiple tasks in a fast-paced, high-volume environment
• Strong attention to detail and problem-solving skills
• Ability to handle difficult conversations and de-escalate issues
• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn new systems
• Ability to work scheduled shifts, including evenings and potential weekend/holiday coverage, based on business needs
• Ability to participate in a structured training period and maintain consistent attendance
• Ability to meet performance expectations related to quality, productivity, and adherence
• Reliable internet connection and a workspace that supports a productive remote environment

AND IT’S GREAT TO HAVE:

• Bilingual is a plus
• 1-2 years of customer service experience preferred

Durban

Closing Date: 18 September 2026