Inbound Customer Care Agent

You are the voice of a brand that millions of South Africans trust. When a customer calls frustrated, confused, or in need of help, you are the person who turns that moment around. What You Will Do: • Handle inbound calls, emails, and live chat queries across multiple product lines • Resolve billing disputes, product queries, account amendments, and complaints on first contact • Process cancellations, upgrades, and account changes accurately in the CRM system • Escalate complex queries to the appropriate team • Meet or exceed daily FCR, AHT, and CSAT targets • Adhere to all POPIA, CPA, and TCF compliance requirements What You Bring: • Matric / Grade 12 (essential) • Minimum 1 year inbound contact centre experience • Clear, professional verbal communication in English • Working knowledge of CPA consumer rights and POPIA basics • Computer literacy — CRM navigation, email, basic MS Office • Ability to work rotating shifts including weekends Advantageous: Experience on Avaya or Genesys; bilingual Zulu/English What We Offer: • R9,000 – R11,500 per month (negotiable based on experience) • Performance incentive structure paid monthly • Medical aid contribution after probation • Structured career pathway to Senior Agent, Team Coach, and Team Leader • Modern air-conditioned Umhlanga facility with free parking • ShiftMate Verified Assessment: shortlisted candidates complete BPO Layer 1 Screener and Layer 2 Inbound Customer Care Knowledge Verification within 24 hours