Job Description

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Job Advert Summary

The Call Centre Agent will form part of the Applications Department and will be responsible for assisting customers in completing and finalizing their account applications. The role requires clear communication, attention to detail, and the ability to manage tasks efficiently in a fast-paced environment.



At our company, we live by our ICARE values:

Innovation

,

Collaboration

,

Accountability

,

Respect

, and

Empathy

. We believe in fostering creativity and developing forward-thinking solutions to drive excellence. Our collaborative approach brings together diverse perspectives to achieve shared goals, while accountability ensures that we take ownership of our actions to build trust and credibility. We hold respect at the core of our interactions, valuing each individual's contributions and treating everyone with dignity. Lastly, empathy guides us to understand and support others, creating a compassionate and inclusive environment where everyone can thrive.

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Minimum Requirements

Matric 1-2 years' experience in a call centre or customer service environment. Experience in retail/healthcare/optical industries is advantageous. English proficiency (additional South African languages beneficial). Computer literate (MS Office Suite, particularly Excel and Outlook). Experience working on CRM or call centre systems (advantageous). Strong customer service orientation. Excellent communication skills (verbal & written). Ability to multitask in a fast-paced call centre environment.
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Duties and Responsibilities

Customer Interaction

Assist customers throughout the applications process via phone, email or other digital platforms. Review and verify application documents for accuracy and completeness Guide customers on any missing or incorrect information to ensure swift finalization. Capture, update, and maintain customer information on internal systems. Provide timely feedback to customers and stores regarding the status of applications. Collaborate with team members to meet daily application targets. Ensure compliance with internal procedures and data privacy standards. Ensure all customer interactions are handled professionally and in line with service standards.

Problem Resolution

Identify and resolve customer complaints, queries within the agreed timeframes. Escalate complex issues to team leaders or relevant departments where necessary. Follow up on outstanding queries to ensure resolution and customer satisfaction.

Administration & Data Management

Capture customer information accurately on the CRM and call centre systems. Maintain up-to-date customer records. Process sign-ups, follow-ups, and service requests as required.

Product & System Knowledge

Stay updated on Optiplan products, promotions, store changes, and pricing. Maintain strong knowledge of call centre systems and workflows.

Service Delivery

Meet or exceed performance metrics (AHT, quality score, adherence, first-contact resolution). * Maintain high levels of professionalism, empathy, and service excellence.