Call Center Customer Care Position - BPO

Company Description IntelliBPO is a relationship-driven business process outsourcing provider that focuses on tailored, client-specific solutions rather than one-size-fits-all services. The company partners closely with organizations to understand their operations, needs, and pressure points, aligning support to each client’s standards and expectations. IntelliBPO delivers customer care, digital customer experience, and technology solutions designed to be personalized, responsive, and dependable. As an outsourced partner, IntelliBPO operates as an extension of its clients’ businesses, integrating people, systems, and disciplined processes through outsourced, co-sourced, or hybrid models. The company culture emphasizes real partnership, well-run operations, and work that is clearly understood by all stakeholders.

Role Description This on-site Call Center Customer Care Position – BPO role is based in the Johannesburg Metropolitan Area. The role involves handling inbound and outbound customer calls, responding to inquiries, resolving issues, and providing accurate information in a professional and empathetic manner. Daily responsibilities include documenting interactions, updating customer records, following call center scripts and quality guidelines, and escalating complex cases when needed. Team members collaborate with supervisors and colleagues to meet service level agreements, participate in coaching and training sessions, and contribute to continuous improvement of customer experience. Working schedules may include shifts, weekends, and public holidays based on operational requirements.

Qualifications

• Candidates should possess strong Customer Support and Customer Service skills, with a focus on problem-solving and empathy.
• Candidates should possess clear and professional Communication skills, including fluent verbal and written communication in English (additional languages are an advantage).
• Candidates should possess experience or familiarity with Contact Centers, including call handling procedures and performance metrics.
• Candidates should possess solid Computer Literacy, including the ability to work with CRM systems, call center software, and standard office applications.
• Relevant experience in a BPO or call center environment is beneficial, along with a high school diploma or equivalent; further education in business, communications, or related fields is an advantage.
• Ability to work in a fast-paced, target-driven environment, maintain professionalism under pressure, and collaborate effectively within a diverse team.
• Reliable attendance, willingness to work shifts, and a customer-centric mindset are essential.