Work-Force
Job Description:
We are hiring a Senior Call Centre Agent in Durban North. This role requires a seasoned professional with a strong background in customer service and call centre operations. As a Senior Call Centre Agent, you will manage complex customer inquiries, mentor junior agents, and help improve overall service delivery.
Key Responsibilities:
- Handle escalated customer calls and provide solutions to complex issues.
- Mentor and guide junior call centre agents, ensuring they meet performance standards.
- Monitor call quality and provide feedback to the team for improvement.
- Assist with customer retention strategies by delivering outstanding service.
- Document and track customer interactions and outcomes.
Qualifications:
- Proven experience in a call centre or customer service environment.
- Strong leadership and mentoring skills.
- Excellent communication and problem-solving abilities.
- Ability to handle high-pressure situations and manage difficult customers.