{"id":1775771,"url":"https://alion.io/job/icontact-bpo-customer-service-representative","title":"Customer Service Representative","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":9000,"max_usd":18500,"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":[],"status":"live","first_seen_at":"2026-10-03T16:29:18Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-11-12T04:10:46Z","board_verified":true,"closed_at":null,"days_open":39,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":39},"description":"Role Summary\nWe are looking for a customer-focused and results-driven Customer Service Representative to join our Colony Brands team. The successful candidate will be responsible for delivering exceptional customer service by handling inbound and outbound customer interactions, processing orders, resolving enquiries, managing returns and payments, and maintaining accurate customer records.\nThe ideal candidate will build positive customer relationships by providing timely, professional, and solution-oriented support while identifying opportunities to upsell and cross-sell products and services. This role requires strong communication skills, attention to detail, and the ability to consistently achieve performance targets, including customer satisfaction, quality, productivity, and sales, while ensuring compliance with company policies and procedures in a fast-paced contact centre environment.\nKey Responsibilities\nHandle inbound and outbound customer interactions professionally, delivering exceptional service while resolving enquiries efficiently.\n\nProcess customer orders, payments, returns, exchanges, and account updates accurately and in accordance with company procedures.\n\nIdentify customer needs, provide effective solutions, and escalate complex issues where necessary to ensure timely resolution.\n\nBuild positive customer relationships by delivering a professional, empathetic, and customer-focused experience during every interaction.\n\nIdentify opportunities to upsell and cross-sell products and services to maximise sales and revenue while enhancing customer value.\n\nMeet or exceed key performance indicators (KPIs), including Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), productivity, quality, adherence, and sales targets.\n\nMaintain accurate customer records and document all interactions within the relevant systems to ensure data integrity and compliance.\n\nParticipate in coaching, training, and continuous development initiatives to enhance product knowledge, communication skills, and overall performance.\n\nAdhere to company policies, client requirements, quality assurance standards, and all applicable data protection and compliance regulations.\n\nContribute to the overall success of the contact centre by maintaining operational efficiency, supporting team objectives, and consistently delivering high-quality customer service.\n\nMinimum Requirements\nGrade 12 (Matric).\nMinimum of 1-2 years' experience in a customer service or call centre environment.\nPrevious experience servicing an international market, particularly the US or UK market, will be advantageous.\nExperience handling inbound and outbound customer calls.\nBasic computer literacy with the ability to navigate multiple systems.\nExperience using CRM or customer service systems will be beneficial.\nAbility to work night shift.\nSkills & Competencies\nExcellent verbal and written communication skills.\nStrong customer service and relationship-building abilities.\nActive listening and problem-solving skills.\nStrong attention to detail and accuracy.\nAbility to work in a fast-paced, target-driven environment.\nGood organisational and time management skills.\nAbility to multitask and manage multiple customer interactions efficiently.\nSales and upselling skills with a customer-focused approach.\nResilient and able to perform well under pressure.\nProfessional telephone etiquette and interpersonal skills.\nAbility to work independently as well as collaboratively within a team.\nAdaptable and willing to learn 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