Call Centre Agent Job Opportunity in Midrand for Mobalyz

Mobalyz is seeking a dedicated and customer-focused Call Centre Agent to provide first-rate support and build lasting customer relationships.

The agent will be the front-facing interface between Mobalyz and the customer, engaging with the customer on a personal, professional basis. The agent will reflect the company’s values, etiquette and professionalism. Every customer interaction is required to be treated with utmost dedication and focus and result in the quality, every customer expects from our organisation.

If you are passionate about delivering exceptional customer service and contributing to a dynamic team, apply now.

Minimum Requirements

• Matric / Grade 12
• Preferable diploma or degree in customer service, communications, or a related field.
• Minimum 1-2 years of experience in a customer service or call centre role
• Experience with direct customer engagements (face-to-face)
• Experience in resolving customer issues effectively and professionally.
• Familiarity with call centre technologies and best practices.
• Excellent verbal and written communication skills
• Excellent problem-solving skills
• Proficiency in using call centre software and other CRM systems.
• Ability to multitask and work in a fast-paced environment.
• Internal administration systems
• Microsoft suite of products
• Call Centre systems

Duties and Responsibilities

• Engaging with customers in a professional manner, contributing to the resolution of customer queries first time.
• Reflecting the company’s customer service values.
• Providing accurate and timely information about products, services, and company policies and processes.
• Resolving customer issues in a professional and efficient manner.
• Keeping detailed records of customer interactions and transactions – as per required IT systems.
• Meeting or exceeding daily metrics for customer service engagements, call volumes and quality assurance targets.
• Understand and communicate benefits of products and services.
• Following call scripts, processes and procedures.
• Answering incoming calls from customers and assisting with inquiries, complaints, or feedback.
• Responding to customer inquiries via phone, email, or chat.
• Making outbound calls for customer follow-ups and surveys when required.
• Escalating complex issues to senior representatives when necessary.
• Collaborating with team members across the organisation to improve customer satisfaction.
• Adhering to customer service metrics, processes and KPIs.