Multi-Skilled Call Centre Agent (Inbound & Outbound)

Purpose of the Position:



To deliver exceptional customer service through both inbound and outbound customer engagements, ensuring customer satisfaction, retention, revenue growth, and reduced churn. The role is responsible for handling customer enquiries, resolving complaints, managing customer accounts, conducting retention and win-back activities, promoting products and services, and maintaining accurate customer records.

Key Responsibilities



1. Inbound Customer Service



• Respond to inbound customer calls within prescribed service levels. Conduct outbound calls to existing, disconnected, and prospective customers.

• Execute customer retention, win-back, reconnection, and customer value campaigns.

• Proactively identify churn risks and implement retention strategies.

• Conduct customer surveys and gather customer feedback.

• Promote upgrades, package changes, value-added services, and new product offerings.

• Cross-sell, upsell, and add-on's relevant products and services.

• Encourage customer renewals and reconnections through targeted engagement activities.

• Achievement of inbound service level targets

• Achievement of outbound contact and productivity targets

• Customer retention and win-back performance

• Sales conversion, upsell, and cross-sell performance

• Quality Assurance (QA) scores

• First Call Resolution (FCR)

• Customer Satisfaction (CSAT)

• Perform DBC (Database clean Up) on all interactions/as required

• Compliance with operational procedures and wrap-up standards.

• Attendance and schedule adherence

• Provide accurate information and resolve customer enquiries effectively.

• Deliver excellent customer service while always maintaining professionalism.

• Adapt to changing customer needs and provide suitable solutions.

• Handle customer complaints and concerns with empathy and urgency.

• Achieve first-call resolution wherever possible to minimize repeat contacts.

• Educate customers on products, services, payment options, and available self-service channels.

• Escalate unresolved issues according to established escalation processes

2. Outbound Customer Engagement

Key Performance Indicators (KPIs)

Qualifications



• Grade 12 with a minimum of 25 points

• Computer literacy and numerical aptitude

• Strong written and verbal communication skills

• Customer service, tele sales, commerce, business administration, or related qualifications

• Previous customer service experience will be an added advantage

• Post Grade 12 will be an added advantage

• Multi-lingual candidates preferred

Technical Competencies



• Computer literate, numerical aptitude, and willingness to learn new skills

• MultiChoice Product/Service knowledge

• Passionate about customers and service delivery

• Market/customer knowledge

• Technical knowledge

• Professional communication skills, written and verbal

• Tele-sales

• Telephone etiquette

Behavioral Competencies



• Service Orientation

• Empathy

• Active Listening

• Problem Solving

• Attention to Detail

• Initiative

• Resilience

• Flexibility and Adaptability

• Teamwork

• Target and Deadline Driven

• Professionalism

• Perseverance

Closing Date: 28/07/2026