Isibanisezwe Holdings is seeking professional, customer-focused Call Center Agents to join our team in Richards Bay. In this role, you will serve as a key point of contact for customers, providing timely support, resolving queries, and delivering a positive service experience across every interaction.
This opportunity is well suited to individuals who communicate clearly, listen actively, and take pride in helping customers efficiently and professionally. You will play an important role in maintaining customer satisfaction, supporting daily operations, and contributing to the overall success of the business.
Handle inbound and outbound customer calls in a professional and courteous manner
Respond to customer queries, concerns, and service requests accurately and efficiently
Provide clear information about products, services, processes, and company policies
Resolve customer complaints by identifying issues and providing appropriate solutions
Escalate complex matters to the relevant department when necessary
Capture and update customer information accurately in internal systems
Maintain detailed records of customer interactions, requests, and outcomes
Follow call handling procedures, service standards, and quality requirements
Meet individual and team performance targets related to productivity, quality, and customer satisfaction
Support administrative and operational tasks related to customer service activities
Work collaboratively with colleagues and supervisors to improve service delivery
Identify recurring customer concerns and share feedback to support continuous improvement
Grade 12 / Matric certificate
Previous call center, customer service, or contact center experience is advantageous
Strong verbal communication skills in English
Good listening, problem-solving, and interpersonal skills
Ability to handle customer interactions calmly and professionally
Basic computer literacy and confidence using customer management systems
Good typing, data capturing, and record-keeping skills
Ability to work under pressure while maintaining accuracy and service quality
Strong attention to detail and a high level of professionalism
Willingness to work shifts, weekends, or public holidays if required
Ability to work independently as well as part of a team
Additional South African language skills
Experience working with CRM or call logging systems
Experience in complaint resolution or customer retention
Knowledge of contact center performance measures and service standards
Customers receive prompt, accurate, and professional support
Queries and complaints are resolved effectively and within service standards
Customer information and call records are captured correctly
Service quality, productivity, and customer satisfaction targets are consistently met
Positive customer relationships are maintained through every interaction
This role is based in Richards Bay and offers the opportunity to work within a supportive team environment focused on service excellence, accountability, and continuous improvement. Call Center Agents will have the opportunity to build valuable customer service experience, strengthen communication skills, and grow within a professional business setting.
