Vacancy: Call Centre Agents X 4: Warranty Facilitation Centre

Call Centre Agent

Role Description

Location: Midrand, Gauteng, South Africa

Full-time and Office based

Reporting Line: Warranty Manager 

Job Purpose

As a Call Centre Agent, you will be the first point of contact for customers with warranty-related queries or issues. Your goal will be to provide exceptional customer service, meet customer SLAs, log calls efficiently, and ensure customer satisfaction.

The position is responsible for responding to incoming calls from customers, answering questions and inquiries, troubleshooting, providing information, managing complaints, assisting with quotations and follow-ups. The position is also responsible for managing the ticketing, customer portal and call log process.

Recruitment Specialist

[email protected]

• Answer incoming calls and respond to customer’s emails
• Provide software and hardware support – troubleshooting 
• Identify, and resolve customer complaints
• Validate and verify serial number, POP and all supporting documentation
• Manage and resolve customer complaints within SLA
• Manage Ticketing, ERP and Customer portal: log, update and close tickets during the call life cycle
• Identify and escalate issues to management
• Provide product and service information to customers
• Provide warranty quotes and manage the rejection process
• Manage large amounts of inbound and outbound calls and emails within SLA
• Recognize, document, and alert the management team of trends in customer calls and emails
• Complete call logs and applicable reports
• Manage retailers and customer supporting documents 
• Assist with all claims from the Accounts Recievable and Sales departments

Experience and Knowledge:

• One to three years of experience in a Call Centre environment
• Previous experience within the ICT Distribution industry will be an advantage
• Knowledge of customer service practices and principles
• Knowledge of SLAs will be an advantage
• Previous experience in a customer support role
• Working experience in a customer service environment
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong problem-solving and analytical skills
• Exposure to CRM and/or ERP systems will be an advantage

Skills and Education:

• Matric is required 
• Proficiency in MS Word, Excel, Outlook, and PowerPoint 
• Excellent verbal and written business communication skills 
• Able to complete basic calculations (ability to work with numbers) 
• Organized individual who is SLA driven
• Excellent interpersonal skills 
• Able to manage difficult customers
• Good attention to detail 
• Strong telephonic and verbal communication skills, along with active listening
• Customer focus and adaptability to different personality types
• Bilingual or multilingual in South African languages will be an advantage

• Interested in IT products and technology 
• Interested in continuously learning about technology products 
• Confident, self-motivated, and display a high level of energy 
• Customer service orientated 
• Enjoy collaboration and able to work as part of a team 
• Above average attention to detail 
• Willing to go the extra mile to deliver the exceptional 
• Strong administrative abilities 
• Self-managed 
• Organised and planned

Compliance Competencies

• Perform all duties with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual and other requirements as mandated by the Company Code of Conduct.
• Keep up to date with changes in applicable compliance obligations, controls and measures relevant to the role.

All applications in the form of a detailed CV must be forwarded to:

Recruitment Specialist
[email protected]