Service Centre Agent

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Service Centre Agent – Inbound
Reference Number: NOV250707-2
Location: Ormonde, Johannesburg, Gauteng
Company: On the Dot (Novus Holdings)
Department: Sales
Contract Type: Permanent
Closing Date: 14 July 2025


Job Purpose:
To provide professional customer service support through inbound and outbound calls, effectively handling customer and publisher queries, complaints, and data-related tasks. The role contributes to customer satisfaction and operational efficiency within the Service Centre.


Key Responsibilities:

  • Handle inbound and outbound calls with professionalism

  • Address and resolve customer and publisher queries and complaints

  • Perform data importing, clean data, and compile print orders

  • Communicate print order details to relevant departments

  • Analyse and interpret different types of data

  • Contribute to a positive customer experience with prompt, accurate service

  • Collaborate effectively across teams

  • Ensure proper handling of customer engagement at all times


Minimum Educational Requirements:

  • Proficient in MS Excel and other relevant software

  • Basic data analysis skills


Experience Required:

  • Minimum of 4 years' experience in a customer service or call centre environment

  • Proven ability to handle difficult customers professionally

  • Solid administrative skills

  • Ability to follow instructions and standard procedures

  • Experience with software applications and handling customer data


Key Skills and Competencies:

  • Excellent telephone etiquette

  • Strong verbal and written communication skills in English and Afrikaans

  • Effective listening and interpersonal skills

  • Customer-focused and empathetic approach

  • High attention to detail

  • Ability to perform under pressure

  • Tenacious, professional, and a strong team player

  • Ability to multitask and remain composed in challenging scenarios

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