Customer Service Agent

Customer Service Representative Roles

Duties and responsibilities

· Answer Inbound calls.

· Make outbound calls to clients for the completion of the application process.

· Persuade clients and assist in the Sale completion process.

· Investigating and responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers.

· Liaising with internal/ external parties to resolve customer queries.

· Analyzing and interpreting data on the available systems to resolve customer queries.

· Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.

· Provide accurate information on products and services to customers to ensure consistency across the organization.

· Retrieving and updating customer or company information on the relevant systems to ensure accurate information is available for processing.

· Correcting customer records based on data gathered (i.e., updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.

· Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.

· Accurately completing work trackers daily to enable workloads to be appropriately allocated.

Performance Metrics/Key Performance Indicators

1. Customer Satisfaction Score (CSAT): Measures of how satisfied customers are with the service received. Achieve a rate of 80% higher.

2. Occupancy Quotient from dividing “Talk Time of Outbound calls (min) by Total number of worked hours. Target: 30%

3. First Response Time: Refers to the amount of time it takes for a customer service team or support agent to respond to a customer’s initial inquiry or request. This will be calculated as a group target: 6 minutes

4. Service Level: The percentage of customer inquiries answered within a specified time frame. For regular days, this refers to calls answered within 10 seconds. This will be measured as a group target. Target: 45%

5. Quality Assurance (QA) Score: Evaluates call quality based on a scoring system. 80%

6. Compliance Adherence: Compliance with regulatory guidelines and internal policies. Target: Achieve and maintain 100% compliance with all relevant regulations and policies.

7. Communication: Evaluation of communication with internal teams, customers and applicants. Target: Always maintain effective communication.

Core Competencies & Skills:

• Excellent verbal and written communication skills (multilingual proficiency is a strong advantage).
• Strong negotiation and persuasion skills, with the ability to handle sensitive financial discussions.
• Critical thinking and problem-solving capabilities.
• Sound understanding of the National Credit Act (NCA) and debt collection procedures.
• Ability to establish trust, ask probing questions, and gain honest client feedback on payment behaviour.
• High attention to detail with strong administrative and data entry abilities.
• Results-driven and capable of working independently in a fast-paced, target-oriented environment.

Minimum Requirements:

• Education: Matric / Grade 12
• Experience: 2–4 years’ proven experience in a collection’s environment
• Other:
• Clear criminal record
• Familiarity with debt collection laws and credit bureau processes is advantageous

What we offer

• Incentives when reaching targets
• Opportunity to work in a high-performance, data-driven collections environment
• Exposure to multiple portfolios and advanced dialler strategies
• A dynamic team focused on continuous improvement and growth
• Medical Insurance and Provident Fund

Pay: R8 500,00 - R11 000,00 per month

Work Location: In person