US Customer Service Agent (Voice)

Location: Cape Town Western Cape
Work Model: Office-based
Working Hours: Monday to Friday US Working Hours
Employment Type: Full-time
Salary: Market-related
Benefits: Medical Aid Allowance Employer Contribution to Pension Fund

Our client is a leading global business services organisation with an international client base. They are expanding their Cape Town team and are looking for customer-focused motivated individuals to join their growing operation.

We currently have opportunities available in both Voice Customer Service and Back Office Customer Service.

As a Voice Customer Service Representative you will be responsible for handling customer interactions via telephone resolving queries and providing a professional and positive customer experience.

• Handle inbound and outbound customer calls professionally and efficiently.
• Assist customers with queries requests and general account-related matters.
• Identify customer needs and provide appropriate solutions.
• Resolve customer concerns while maintaining a high level of professionalism and empathy.
• Maintain accurate records of customer interactions and transactions.
• Ensure all customer interactions meet required quality and compliance standards.
• Work towards agreed productivity quality and customer satisfaction targets.
• Escalate complex queries to the relevant departments when required.
• Follow company and client policies procedures and processes.
• Maintain high standards of attendance punctuality and performance.

• Matric / Grade 12.
• Previous call centre or customer service experience is preferred.
• Excellent verbal and written English communication skills.
• Strong telephone etiquette and active listening skills.
• Customer-focused with a professional and positive attitude.
• Good computer literacy and ability to work across multiple systems.
• Strong problem-solving and communication skills.
• Ability to work effectively in a fast-paced target-driven environment.
• Strong attention to detail.
• Must be comfortable working Monday to Friday during US working hours.

• Market-related salary
• Medical Aid Allowance
• Employer contribution towards a Pension Fund
• Transport back home
• Monday to Friday working week
• Opportunity to work within a global business services environment
• Training and development opportunities
• Potential for career growth and progression