Call Centre customer Care – BPO

Company Description IntelliBPO is a relationship-driven outsourcing partner that focuses on understanding each client’s operations, needs, and pressure points. The company tailors its services rather than applying a one-size-fits-all approach, delivering customer care, digital customer experience, and technology solutions that are personalized and responsive. IntelliBPO positions itself as an extension of the businesses it supports, aligning people, systems, and processes around each client’s standards and expectations. Through outsourced, co-sourced, and hybrid models, IntelliBPO aims to provide dependable, well-managed work built on genuine partnership and operational discipline.

Role Description The Call Centre Customer Care – BPO role at IntelliBPO is an on-site position based in the Johannesburg Metropolitan Area. The role involves handling inbound and outbound customer interactions across various channels, including phone, email, and chat, while delivering professional, accurate, and timely assistance. Daily activities include resolving customer queries, managing complaints, updating customer records, and following established procedures to ensure a positive service experience. Team members are expected to meet performance targets such as response times, quality scores, and customer satisfaction metrics, while adhering to company policies and client-specific guidelines. The role also includes collaborating with colleagues and supervisors to share feedback, improve processes, and contribute to a consistent, high-standard customer experience.

Qualifications

• Strong customer service and customer support skills, with a focus on fostering customer satisfaction.
• Effective communication abilities, including clear verbal and written skills suitable for a call centre environment.
• Sound analytical skills to understand customer issues, interpret information, and follow problem-solving steps.
• Ability to work in a structured, target-driven environment and manage time and priorities effectively.
• Previous experience in call centres, BPO, or customer-facing roles is beneficial.
• Comfort with basic computer systems, CRM tools, and call centre technologies.
• Matric or equivalent educational qualification; additional training in customer service or contact centre operations is an advantage.
• Professional, empathetic, and resilient approach when dealing with high-volume or challenging customer interactions.