A growing BPO company in Richards Bay, KwaZulu-Natal is hiring a Technical Support 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 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. Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information. Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance. Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution. Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently. Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.

Requirements A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous. A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated. Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely. 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.

Qualifications Higher Certificate in Customer Relationship Management