Call Centre Agent

We are seeking a customer-focused and technically proficient individual to join our team as a Call Centre Agent to join our team on a 12-month fixed-term contract.

The successful candidate will be responsible for providing efficient first-line support, resolving customer queries, and delivering exceptional service through professional telephonic interactions.

This role requires excellent communication skills, strong attention to detail, and the ability to build positive customer relationships while working effectively in a fast-paced call centre environment.

• Provide first-line telephonic and electronic support to customers, ensuring prompt and professional resolution of queries and incidents.
• Log, track, update, and resolve customer requests using the call centre or service management system.
• Diagnose and troubleshoot basic IT-related issues, escalating complex incidents to the appropriate support teams when required.
• Maintain accurate records of customer interactions, incidents, and resolutions.
• Follow established service level agreements (SLAs), policies, procedures, and quality standards.
• Deliver a high standard of customer service by building positive relationships and communicating effectively with customers.
• Keep customers informed of the progress and status of logged incidents.
• Identify recurring issues and communicate trends or potential improvements to management.
• Ensure all customer information is handled confidentially and in accordance with company policies.
• Collaborate with team members and other departments to achieve service delivery objectives.
• Meet individual and team performance targets, including call handling, response, and resolution times.
• Continuously develop product, system, and technical knowledge to improve service delivery.
• Perform administrative and reporting duties related to customer interactions and support activities.
• Undertake any other duties reasonably assigned that are consistent with the purpose of the role.

Qualifications

• National Senior Certificate
• IT-related qualification (e.g. MSCE, Programming, IT Diploma, CCNA, MCSD, Cisco, MCSA, Call Centre qualification, or equivalent).

Experience

• Previous experience in a call centre or customer service environment.
• Experience using call centre systems and customer relationship management (CRM) systems.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint).

Knowledge and Skills

• Excellent customer relationship management and service delivery skills.
• Strong verbal and written communication skills.
• Professional telephonic etiquette.
• Good interpersonal skills with the ability to build and maintain positive customer relationships.
• Strong analytical and problem-solving abilities.
• High level of accuracy and attention to detail.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to manage multiple tasks and prioritise workload effectively.

If you are interested and meet the required criteria as described above, please send your CV on/or before the closing date to ***email_hidden***

CLOSING DATE: 24 JULY 2026

Sentech will give preference to suitable candidates who add to the cultural and gender diversity of the company. People with disabilities will be given preferences and they are encouraged to apply.

Correspondence will be limited to short-listed candidates. If you have not been contacted within three months after the closing date, please consider your application as unsuccessful. All materials and communications will be held in absolute confidence.

Sentech will give preference to suitable candidates who add to the cultural and gender diversity of the company.

Medical examinations will be undertaken before successful appointment depending on the nature of the position.

Sentech reserves the right not to appoint.