Call Centre Agent in Cape Town

A vacancy exists for a Call Centre Agent at a healthcare organisation based in Cape Town, Western Cape (Central Business District). This role offers the potential for hybrid work after training, subject to company policy.

Role Summary:

We are seeking an enthusiastic and results-driven Call Centre Agent to promote health screening services, manage appointment bookings, and deliver exceptional customer service. The ideal candidate will be passionate about preventative healthcare, possess strong sales and communication skills, and thrive in a fast-paced, client-focused environment.

Key Responsibilities:

• Develop thorough knowledge of health screening services to educate and guide clients
• Schedule appointments using the company’s booking system with accuracy and efficiency
• Manage outbound and inbound sales calls, overcoming objections and closing deals
• Deliver empathetic and professional customer support via phone, email, and chat
• Follow up with clients to confirm appointments and share pre-screening information
• Ensure accurate data capture in the CRM system, complying with POPIA regulations
• Meet personal and team sales targets, call volume KPIs, and customer satisfaction goals
• Adhere to legal and ethical standards under POPIA and the Consumer Protection Act
• Collaborate with relationship experts, clinicians, and supervisors to ensure seamless service
• Participate in ongoing training, coaching, and QA processes to enhance performance

Qualifications:

• National Senior Certificate (Matric) is essential
• A certificate or diploma in Sales, Marketing, or Customer Service is advantageous

Experience:

• 6-12 months of experience in a call centre environment (sales, service, or bookings)
• Healthcare or medical industry experience is beneficial
• Proven track record in achieving sales or delivering excellent service

Skills Required:

• Excellent spoken and written English
• Proficiency in at least one additional South African language is preferred
• Confident sales and negotiation ability
• Familiarity with Microsoft Office and CRM or call centre systems (training provided)
• Typing speed of 20-40 words per minute
• Basic computer literacy

Core Competencies:

• Strong sales acumen with a consultative mindset
• Customer-focused and service-oriented attitude
• Quick to learn and articulate health service offerings
• Accuracy in data entry and appointment scheduling
• Resilience and adaptability in a target-driven setting
• Cultural sensitivity in client interactions
• Team player with collaborative spirit

Regulatory and Compliance Awareness:

• Follow POPIA regulations for client data privacy
• Ensure transparency and ethical conduct in line with the CPA
• Participate in quality monitoring to uphold service standards
• Comply with all workplace health and safety policies

Working Conditions:

• Office-based in Cape Town with possible hybrid setup post-training
• May include rotational shifts, evenings, weekends, and public holidays
• High-pressure, high-volume call environment
• Desk-based work requires good ergonomic practice
• Professional appearance and conduct are required at all times

Compensation:

• Base Salary (0-2 years’ experience): R10,000 – R13,000/month
• With Commission: R12,000 – R18,000/month