Call Centre Agent

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage incoming customer calls for U.S.-based clients, particularly in the healthcare and homecare industries.

• Take precise messages and assist with fundamental customer or patient inquiries.

• Adhere to client-specific processes, scripts, workflows, escalation protocols, and on-call instructions.

• Elevate urgent or complex issues to the designated on-call personnel or department.

• Conduct outbound calls or return calls as necessary.

• Navigate various systems while interacting with customers.

• Maintain precise records and safeguard confidential customer and patient information.

• Fulfill campaign expectations for attendance, quality, productivity, and customer service.

• Receive structured onboarding, campaign training, systems training, as well as continuous quality feedback and coaching.

⛳️ Requirements

• Grade 12 / Matric or its equivalent.

• Prior experience in a call centre, contact centre, or customer service role.

• Previous experience in assisting customers over the phone.

• Exceptional spoken and written English skills.

• Clear and professional telephone communication abilities.

• Strong listening, questioning, and customer service skills.

• Good computer literacy and capability to work across multiple systems.

• High attention to detail and accurate data entry skills.

• Ability to remain calm and professional when handling challenging or urgent calls.

• Reliable attendance and adherence to schedules.

• Capacity to work independently in a fully remote setting.

• Full flexibility to work rotational shifts, including nights and weekends.

• Fixed fibre internet connection with a minimum upload and download speed of 25 Mbps.

• Ability to support a wired Ethernet connection.

• Reliable power backup solution for load shedding and power outages.

• Experience in healthcare, medical, or home-care fields is a plus.

• Familiarity with Five9 or similar cloud contact centre platforms is advantageous.

• Experience with CRM systems like Salesforce, Zendesk, or similar is advantageous.

🏝️ Benefits

• Compensation for South African public holidays in accordance with the BCEA.

• Structured onboarding process.

• Campaign training provided.

• Systems training offered.

• Continuous quality feedback and coaching available.