Customer Service Representative

Join our customer experience team in Nelspruit as a Contact Centre Advisor where you will manage multichannel interactions including phone, email, and live chat. The ideal candidate thrives in a fast-paced environment and takes pride in turning frustrated customers into loyal advocates.

Responsibilities Escalate complex or unresolved issues to appropriate departments while ensuring timely follow-up with the customer. Meet or exceed key performance indicators including call handling time, customer satisfaction scores, and quality assurance ratings. Handle a high volume of inbound customer calls professionally, efficiently, and in accordance with quality standards. Identify opportunities to upsell or cross-sell products and services that genuinely benefit the customer. Accurately log all customer interactions, inquiries, and resolutions in the customer relationship management system. Support outbound calling campaigns for customer retention, satisfaction surveys, and promotional activities. Maintain up-to-date knowledge of products, services, promotions, and company policies to provide accurate information. Process orders, returns, refunds, and account changes in accordance with established procedures.

Requirements Resilience and a positive attitude when working in a target-driven environment. Active listening skills and the ability to understand and address customer needs effectively. High school diploma or equivalent qualification; a diploma or degree in a related field is advantageous. Proficiency in using computer systems, including CRM software and Microsoft Office applications. Fluency in multiple languages is an asset for multilingual support positions. Strong problem-solving abilities and the patience to handle difficult or irate customers calmly.

Qualifications NQF Level 4 Contact Centre qualification is advantageous.