Purpose of the Position
To handle customer interactions, over the phone, to provide information, resolve issues, and ensure customer satisfaction. Delivering high quality service and support, addressing customer inquiries, troubleshooting problems, and maintaining a positive relationship between the company and its customers.
Minimum Requirements
•Matric and relevant qualification in Customer services
•Minimum 1-3 years’ work experience.
•Previous verbal communication and listening skills
•Strong problem-solving abilities and a customer-oriented attitude
•Ability to work in a fast-paced environment and handle high call volumes
•Basic computer skills and familiarity with call Centre software is a plus.
•Ability to stay calm under pressure and manage challenging customer situations
•Flexibility to work shifts, including evenings, weekends, and holidays as needed
Core Responsibilities
Handling Inbound and Outbound Calls:
•Answer inbound customer calls and make outbound calls required.
•Greet customers in a professional and courteous manner
Providing Customer Support
•Address customer inquiries, concerns, and issues.
•Offer solutions or troubleshoot problems based on customer needs
•Provide accurate information regarding products, services, billing, or technical issues.
Maintaining Customer Satisfaction
•Ensure each customer interactions leave a positive impression
•Resolve issues on the first call to enhance customer satisfaction (first-call resolution)
•Handle complaints empathetically and escalate unresolved matters when necessary.
Recording Customer Information
•Log all customer interactions in the system, including details of the conversation and solutions provided.
•Update and maintain customer accounts with the latest information
Adhering to Call scripts and Procedures:
•Follow established guidelines, scripts and procedure for handling different types of calls
•Maintain compliance with company policies and regulatory standards.
Achieving Performance Targets:
•Meet key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and resolution rates.
•Strive to achieve both individual and team goals.
Communicating Effectively:
•Clearly explaining product features , policies and procedures to customers
•Provide proactive advice and suggest relevant products or services when appropriate
Collaborating with Team Members:
•Work with colleagues and supervisors to ensure seamless service delivery.
•Share feedback and customer insights with the team to improve overall performance.
Continuous Learning and Development:
•Stay updated on new product offerings, policies and services
•Participate in training sessions to enhance communication and problem-solving skills
Handling Multiple Channels
•Respond to customer inquiries via email, chat, or social media in addition to phone calls.
Skills
•Time Management, Teamwork
•Attention to details, Problem Solving
•Patience, Resilience and stress management.
•Willingness to learn
Behaviour and Values
•Professionalism : punctuality, Presentation, Reliability
•Integrity: Honesty Ethical Conduct and Accountability
•Respect: Inclusivity and Teamwork
•Initiative: Proactive, Problem Solving and Continuous improvement
•Commitment: Dedication and ownership
•Innovation: Creativity
•Customer Focus: Service Orientation and Quality
At Njilo we are committed to creating an inclusive and diverse workplace. We strongly encourage individuals with disabilities to apply for our open positions
Suitable candidates to forward their applications (CVs and qualifications) to this email address: recruitment@njiloconsulting.co.za , or via our company website www.njiloconsulting.co.za on recruitment, upload your Cv, qualifications and check for more opportunities available.
Closing Date: 9 March 2026