VPS Inbound Support Agent (First Line)

Introduction

Are you a customer-focused problem solver who thrives in a fast-paced support environment?

A leading organisation is seeking a VPS Inbound Support Agent (First Line) to join its Service Centre team. This role is ideal for a professional who is passionate about delivering exceptional service, resolving queries efficiently, and maintaining high standards of accuracy and compliance.

Key Duties and Responsibilities:

• Manage inbound customer interactions professionally, ensuring efficient call handling while maintaining service quality
• Resolve the majority of merchant queries on first contact through effective troubleshooting and product knowledge
• Perform basic terminal diagnostics and guide customers through solutions telephonically
  Accurately log and maintain detailed CRM cases for every interaction, ensuring complete audit trails
• Escalate unresolved issues promptly to the correct support teams in line with defined processes
• Adhere strictly to quality assurance standards, scripts, and verification procedures
• Maintain high levels of productivity, schedule adherence, and utilisation
• Contribute to continuous improvement by identifying recurring issues and knowledge gaps

Key Requirements and Skills:

• Proven experience in a call centre or customer support environment
• Strong problem-solving and analytical skills
• Excellent communication skills with a professional telephone manner
• Ability to work efficiently under pressure and manage time effectively
• High attention to detail and strong administrative accuracy
• Experience working with CRM systems and case management processes
• A commitment to quality, compliance, and customer satisfaction
• Willingness to learn and adapt in a dynamic operational environment

EE Disclaimer:

All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:

If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.