Call Centre Agent

MEDIC24

We are looking for a Call Centre Agent to lead a team of call centre agents. You will monitor call quality, coach agents to improve performance, manage shift schedules, and ensure service level agreements are met. This is ideal for an experienced agent ready for a supervisory role.

Responsibilities

• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.

• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.

• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.

• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.

• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.

• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.

Requirements

• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.

• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.

• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.

• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.

Starting salary R14000 plus benefits.

For more information please call/ WhatsApp 0833291057

If you are interested in the position advertised please email us your full CV using your own email address to medic24.pros@gmail.com