Call Centre Agent – Customer Service & Sales

About the role

We are looking for a proactive Call Centre Agent to handle inbound customer calls, resolve complaints, and generate sales opportunities. The role combines customer service excellence with order processing in a fast‑paced call centre environment.

Key responsibilities

• Deliver professional, first‑call resolution service via phone and email, adhering to soft‑skill and business writing standards.
• Capture and record customer information accurately in the relevant systems on a daily basis.
• Follow operating guidelines to achieve 100 % call quality, accuracy and appropriate behaviour.
• Perform routine order‑schedule maintenance, including removal of sales order holds and obtaining authorization numbers.
• Verify and enter customer orders, ensuring correctness against specifications.
• Support other departments with order specifications, special requirements and stakeholder queries.
• Answer incoming calls within allocated timeframes and allocate calls according to standard processes.
• Participate in cross‑training across departments such as HPC and Milling.

Required profile

• Minimum Matric Certificate; sales qualification is a plus.
• 1–2 years of experience handling customer interactions (essential).
• Familiarity with FMCG environments and call‑centre/telesales preferred.
• Basic knowledge of call‑centre SOPs and FMCG manufacturing processes.
• Strong written communication, problem‑solving, numerical ability and proactive thinking.

Required skills

• Proficiency in Microsoft Excel.
• Good computer literacy with fast data‑processing capability.