Contact Centre Agent
Location: Sandton
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
🎯 Purpose of the Role
Serve as the primary point of contact for clients—via phone and email—to deliver and process accurate information in response to inquiries and requests. Provide exceptional customer service, taking full responsibility for timely resolution and professional handling of each interaction
đź“š Education & Qualifications
Matric / Grade 12 (essential)
Certificate in Customer Relationship Management (advantageous)
Contact Centre Agent qualification (an advantage)
đź’Ľ Experience
Minimum of 2 years in a financial services call centre
At least 2 years’ experience using CRM and VOIP systems
Solid understanding of customer service principles
Strong typing and data-entry skills
Proficiency in at least two languages
🤝 Key Responsibilities
Customer Service Excellence
Answer and assist clients promptly to meet agreed service levels
Handle calls professionally, using correct greetings, tone, and rapport-building techniques
Log complaints accurately in the system
Use probing and listening skills to understand client needs
Provide accurate information; escalate issues when necessary
Maintain up-to-date client contact details and record secondary contacts and appointments in CRM
Share knowledge within the team to support collective performance
Meet minimum service level targets and forward more complex queries for back-office support when needed
Data Management & Integrity
Ensure accurate client data entry and updates on first contact
Record all client interactions and follow-ups in the CRM
Maintain a wrap-up-code error rate of ≤ 1% and open-case rate ≤ 1%
Achieve ≥ 95% capture rate for client contacts
Compliance & Adherence
100% compliance with divisional, company (AFFS), and SLA policies
Proper use of business tools and strict adherence to schedules and protocols
Respect confidentiality as per POPIA—no customer documentation visible
Act in accordance with Treating Customers Fairly (TCF) principles and proactively identify cross‑sell opportunities
Professional Development & Brand Representation
Maintain knowledge of industry changes and company offerings—achieve ≥ 85% on monthly assessments
Participate actively in training and coaching sessions
Model AlexForbes values in all interactions and contribute to a positive workplace culture
🛠️ Competencies
Business Skills: Time management, adaptability, negotiation, problem-solving, customer service
Functional Skills: Clear verbal and written communication; ability to handle repetitive tasks efficiently; multitasking; resilience under pressure
People Skills: Active listening, empathy, patience, flexibility, teamwork
Core Competencies: Attention to detail, reliability, technical proficiency, fast and accurate execution, retention of knowledge, consistent delivery of high-quality service
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