{"id":1775770,"url":"https://alion.io/job/icontact-bpo-customer-service-agent","title":"Customer Service Agent","company":{"id":177340,"name":"iContact BPO","domain":"icontactbpo.com","url":"https://alion.io/company/icontact-bpo","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Randburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":16500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-03T16:29:18Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-11-14T19:36:54Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"Role Summary\nWe are seeking a professional and customer-focused Customer Service Agent to provide exceptional inbound support to customers and dealerships. The successful candidate will be responsible for handling customer enquiries, resolving concerns, managing service appointments, and delivering accurate product and service information while ensuring a seamless customer experience.\nThe ideal candidate will maintain high service standards by accurately managing bookings, documenting customer interactions, and adhering to company policies and compliance requirements. This role requires excellent communication skills, strong attention to detail, and the ability to achieve key performance targets in a fast-paced, customer-centric contact centre environment.\nKey Responsibilities\nHandle inbound customer and dealership enquiries professionally, providing accurate information and resolving queries in a timely manner.\n\nSchedule, amend, and cancel service appointments while ensuring all bookings are accurately recorded within dealership systems.\n\nDeliver an exceptional customer experience by building positive customer relationships and ensuring high levels of customer satisfaction.\n\nIdentify opportunities to generate additional revenue by promoting value-added services and addressing declined service recommendations where appropriate.\n\nMaintain accurate customer records and document all interactions within the relevant systems.\n\nMeet or exceed key performance indicators (KPIs), including Speed of Answer (ASA), Talk Time, After Call Work (ACW), Quality Assurance (QA), and customer satisfaction targets.\n\nMaintain a high level of product and service knowledge to provide accurate guidance and support to customers.\n\nAdhere to company policies, quality standards, and compliance requirements while maintaining the confidentiality of customer information.\n\nParticipate in ongoing coaching, training, and development initiatives to continuously improve performance and service delivery.\n\nMinimum Requirements\nGrade 12 (Matric).\n\nMinimum of 1-2 years' experience in a customer service or call centre environment.\n\nPrevious experience supporting customers within the automotive, dealership, or service industry will be advantageous.\n\nExperience handling high-volume inbound customer calls.\n\nComputer literate with proficiency in Microsoft Office and CRM/customer management systems.\n\nExcellent verbal and written communication skills.\n\nAbility to work night shift\nSkills & Competencies\nStrong customer service and relationship-building skills.\n\nExcellent verbal and written communication skills.\n\nStrong problem-solving and conflict resolution abilities.\n\nExcellent attention to detail and accuracy.\n\nStrong organisational and time management skills.\n\nAbility to work efficiently in a fast-paced, target-driven environment.\n\nAbility to multitask and manage competing priorities.\n\nProfessional telephone etiquette and interpersonal skills.\n\nSales and persuasion skills with the ability to identify revenue-generating opportunities.\n\nComputer literacy with the ability to navigate multiple systems simultaneously.\n\nResilient, adaptable, and able to perform well under pressure.\n\nTeam player with the ability to work independently and collaboratively.\n\nHigh level of professionalism, integrity, and customer 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