Call Centre Agent
Closing Date: 2025/08/13
Reference Number: PRE250806-2
Job Title: Call Centre Agent
Department: Sales
Site: 206 - BRB Watloo
Job Type Classification: Permanent
Location - Country: South Africa
Location - Town / City: Pretoria
Location - Province: Gauteng
Job Description:
Main Purpose
The Call Centre Agent plays a vital role in receiving inbound calls and responding to customer complaints. They contact current and potential customers in both formal and informal trade sectors by telephone to solicit sales orders and attend to customer queries and complaints.
Key Responsibilities
Provide excellent customer service by maintaining good relationships and a professional attitude. Ensure first call resolution using effective soft skills, telephone and email etiquette, and business writing.
Assist other departments with order specifications, additional needs, or special requirements.
Accurately capture information received from various sources on the relevant systems daily.
Adhere to operating guidelines and standard procedures to ensure 100% compliance with quality, accuracy, and behavior standards.
Perform regular daily order schedule maintenance, such as removing customer sales order holds and obtaining authorization numbers from buying groups.
Cross-train into other areas of the department including HPC and Milling, as well as handling free stock orders.
Enter and verify customer orders against internal records.
Collaborate with team members to ensure smooth operation of the order processing function.
Ensure all incoming calls are answered within the allocated timeframe according to standard procedures.
Qualification Requirements
Education: Matric Certificate. A relevant sales qualification is advantageous.
Knowledge: Understanding of basic call centre SOPs is desirable. Familiarity with FMCG manufacturing and basic GP 2010 is also desirable.
Skills: Strong written communication, problem-solving, numerical ability, organizational understanding, and proactive thinking.
Experience Requirements
1-2 years of customer service experience (Essential)
1-2 years of experience in an FMCG environment (Desirable)
1-2 years of exposure to a call centre or telesales (Desirable)
1-2 years of experience using Excel (Desirable)
Key Outputs
Fast-paced and pressurised work environment
6-day work schedule
Required to work Saturdays, Sundays, and Public Holidays as needed by the business
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