Call Centre Agent – Inbound Customer Service Role

ConnectVoice Support

Available Locations: Sandton, Gauteng

Job Description

Job Summary


ConnectVoice Support is looking for empathetic, energetic, and solutions‑driven Call Centre Agents to handle inbound customer queries across phone, email, and chat. You will be the first point of contact for our customers, resolving issues, educating users on products/services, and ensuring every interaction ends with a satisfied customer. This role is ideal for candidates who thrive in a fast-paced, metrics-driven environment and are passionate about delivering outstanding service.



Key Responsibilities



  • Handle high-volume inbound calls (and occasionally emails/chats) with professionalism, patience, and accuracy.

  • Diagnose customer issues, provide clear resolutions, and escalate complex cases to the appropriate tier or department.

  • Follow standard operating procedures (SOPs), call scripts, and compliance guidelines (e.g., data privacy, QA standards).

  • Capture complete and accurate case notes in the CRM in real time.

  • Meet or exceed individual and team KPIs: AHT, FCR, CSAT/NPS, adherence, QA scores, and schedule compliance.

  • Proactively identify recurring issues and suggest process/product improvements.

  • Participate in regular coaching, calibration, and upskilling sessions.

  • Maintain punctuality, attendance, and shift discipline in a 24/7 environment (as applicable).

  • Uphold brand voice, empathy, and customer-centricity in every interaction.



Required Skills and Qualifications



  • Education: High school diploma/graduate degree or equivalent; a bachelor’s degree is a plus.

  • Communication: Excellent verbal and written English; additional languages are an advantage.

  • Customer Focus: Strong empathy, active listening, and de-escalation skills.

  • Technical: Comfortable navigating multiple systems, CRMs, and knowledge bases simultaneously; fast and accurate typing.

  • Problem-Solving: Ability to troubleshoot, think on your feet, and deliver clear, concise solutions.

  • Adaptability: Comfortable with rotational shifts, changing priorities, and new processes/tools.

  • Professionalism: Strong work ethic, reliability, and adherence to confidentiality and data protection standards.



Experience



  • 0–2 years of experience in a call centre, BPO, or customer-facing role (freshers with excellent communication skills are welcome).

  • Prior exposure to inbound customer service, ticketing systems (e.g., Zendesk, Freshdesk, Salesforce), and call centre dialers is an advantage.

  • Experience working with performance KPIs and QA frameworks is desirable.



Working Hours



  • Rotational shifts (including nights, weekends, and public holidays) in a 24/7/365 support model.

  • Standard weekly hours: 40–45 hours (define as per policy).

  • Split/weekend off patterns based on roster.

  • Overtime/holiday compensation as per company policy and local labor laws.



Knowledge, Skills, and Abilities



  • Product & Policy Awareness: Ability to quickly learn and retain product features, processes, and compliance requirements.

  • Conflict Resolution: Skilled at managing irate or distressed customers with calm and confidence.

  • Multitasking: Navigate multiple applications while maintaining conversation quality.

  • Data Accuracy: Detail-oriented documentation and case closure.

  • Team Collaboration: Willingness to support peers, share knowledge, and contribute to team goals.

  • Resilience: Ability to handle repetitive tasks, targets, and pressure without compromising quality.



Benefits


(Tailor to your policy & jurisdiction)



  • Competitive salary with performance-based incentives/bonuses.

  • Night shift allowance and overtime pay (where applicable).

  • Health insurance/medical benefits.

  • Paid time off, sick leave, and parental leave in line with policy.

  • Structured onboarding, continuous training, and career advancement opportunities (QA, Trainer, Team Leader tracks).

  • Employee assistance program (EAP) and wellness initiatives.

  • Work-from-home allowance/equipment support (for remote roles).

  • Recognition programs and monthly/quarterly awards.



Why Join ConnectVoice Support



  • Customer-first culture: We empower you to solve problems and delight customers.

  • Career growth: Clear progression pathways into Quality, Training, Workforce Management, and Operations.

  • Modern tools & training: Access to best-in-class CX platforms and continuous upskilling.

  • Inclusive workplace: Diverse, respectful, and supportive environment.

  • Stability & scale: Work with a growing organization that values people as much as performance.



How to Apply


Send your resume/CV and a brief cover note (highlighting your customer service experience and availability for shifts) to careers@connectvoicesupport.com with the subject line: “Call Centre Agent – Inbound | Your Name.” —or— Apply via our careers portal: (Insert application link).


Tip: Fast-track your application by attaching a 1–2 minute voice note (or link) demonstrating your communication style.

Apply Now

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