Call Centre Agent – CRM, Logistics, Returns & Collections Experience Needed

The Call Centre Agent position is a full-time opportunity suited to professionals who thrive on multi-tasking and CRM system management. The company seeks candidates with at least one year of call centre experience and expertise in handling customer queries across platforms, especially Zendesk, SMD portals, and courier systems. Candidates must have Matric, be computer-literate, and ready to take ownership of the entire customer journey from ticket logging to resolution.

Daily Responsibilities and What to Expect

As a Call Centre Agent, your day is centred on managing inbound and outbound client interactions across calls and ticketing systems such as Zendesk. You will need to track, escalate and resolve returns, collections, and deliveries.

Handling returns and ensuring successful collections are crucial. You’ll assign drivers, track progress, and ensure actions are completed within agreed SLAs.

When issues arise—delays, misrouted parcels, or repeated problems—you’ll investigate and work across departments to close out cases efficiently.

Clear communication is key, as is maintaining detailed updates and accurate notes in all systems. Proactive escalation of recurring issues helps streamline processes and improve resolution rates.

Ultimately, you play a central role in ensuring customer satisfaction through attention to detail, proactive follow up, and operational coordination.

Advantages of This Role

This job offers a hands-on experience in logistics coordination, enhancing your understanding of supply chain and customer service processes.

You’ll master diverse platforms like Zendesk and courier portals, boosting your technical and operational profile for future career growth.

Potential Downsides

The role demands handling high call and ticket volumes, so stress levels can run high during peak periods.

Success relies on strict turnarounds and zero backlog tolerance, requiring strong discipline, focus, and stamina daily.

Verdict

If you’re ready for a multifaceted position that values your attention to detail, problem-solving skills and dedication to customer service, the Call Centre Agent job could be an excellent move in your support career.