Call Center Agents

Call Center Agent

**Location:**Richards Bay, South Africa **Company:**Isibanisezwe Holdings

Role Overview

Isibanisezwe Holdings is seeking professional, customer-focused Call Center Agents to join our team in Richards Bay. In this role, you will serve as a key point of contact for customers, providing timely support, resolving queries, and delivering a positive service experience across every interaction.

This opportunity is well suited to individuals who communicate clearly, listen actively, and take pride in helping customers efficiently and professionally. You will play an important role in maintaining customer satisfaction, supporting daily operations, and contributing to the overall success of the business.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner
• Respond to customer queries, concerns, and service requests accurately and efficiently
• Provide clear information about products, services, processes, and company policies
• Resolve customer complaints by identifying issues and providing appropriate solutions
• Escalate complex matters to the relevant department when necessary
• Capture and update customer information accurately in internal systems
• Maintain detailed records of customer interactions, requests, and outcomes
• Follow call handling procedures, service standards, and quality requirements
• Meet individual and team performance targets related to productivity, quality, and customer satisfaction
• Support administrative and operational tasks related to customer service activities
• Work collaboratively with colleagues and supervisors to improve service delivery
• Identify recurring customer concerns and share feedback to support continuous improvement

Requirements

• Grade 12 / Matric certificate
• Previous call center, customer service, or contact center experience is advantageous
• Strong verbal communication skills in English
• Good listening, problem-solving, and interpersonal skills
• Ability to handle customer interactions calmly and professionally
• Basic computer literacy and confidence using customer management systems
• Good typing, data capturing, and record-keeping skills
• Ability to work under pressure while maintaining accuracy and service quality
• Strong attention to detail and a high level of professionalism
• Willingness to work shifts, weekends, or public holidays if required
• Ability to work independently as well as part of a team

Nice to Have

• Additional South African language skills
• Experience working with CRM or call logging systems
• Experience in complaint resolution or customer retention
• Knowledge of contact center performance measures and service standards

What Success Looks Like

• Customers receive prompt, accurate, and professional support
• Queries and complaints are resolved effectively and within service standards
• Customer information and call records are captured correctly
• Service quality, productivity, and customer satisfaction targets are consistently met
• Positive customer relationships are maintained through every interaction

Work Environment

This role is based in Richards Bay and offers the opportunity to work within a supportive team environment focused on service excellence, accountability, and continuous improvement. Call Center Agents will have the opportunity to build valuable customer service experience, strengthen communication skills, and grow within a professional business setting.