Customer Service Executive – Call Centre (Cape Town)

About the role

This position is a full‑time Customer Service Executive based in Cape Town. You will handle inbound and outbound telephone enquiries for UK clients, delivering high‑quality service while complying with internal and regulatory standards.

Key responsibilities

• Answer and manage customer enquiries over the phone, providing clear and courteous assistance.
• Apply empathy and emotional intelligence, especially in stressful or difficult situations.
• Negotiate payment and repayment plans, assessing customers' financial circumstances.
• Signpost customers to external debt‑advice services when appropriate.
• Resolve complaints efficiently, aiming for first‑contact resolution and escalating complex cases.
• Enter accurate data into systems and maintain thorough records.
• Identify potential issues and forward them to the relevant incident‑management team.

Required profile

• Grade 12 qualification (mandatory) and SA citizenship.
• Minimum 6 months of call‑centre experience.
• Clear criminal and credit record.
• Excellent spoken and written English with strong articulation.
• Active listening, assertiveness, empathy, professionalism and courteous demeanor.
• Ability to prioritize customer needs, solve problems and influence outcomes.

Required skills

• Computer literacy – MS Office suite.
• Proficiency with Excel.
• Experience using social‑media platforms for communication.
• Online navigation and basic digital tools.