Call Centre Agent

Job Purpose

We are looking for two experienced Call Centre Agents with strong exposure to CRM systems and logistics coordination to join our team. The role focuses on managing customer queries end-to-end within a multi-system environment, including Zendesk, SMD internal portals, and courier platforms.

The ideal candidate will already be comfortable navigating multiple systems, handling returns and collections and driving resolution within strict SLA timelines.

Key Responsibilities

· Manage inbound and outbound customer interactions via calls and Zendesk tickets

· Log, track, and resolve customer queries using Zendesk

· Coordinate collections, deliveries, and return processes via SMD and courier portals.

· Monitor and follow up on collection requests, ensuring drivers are assigned and collections are completed within SLA

· Investigate and resolve cases where collections are delayed, missed, or incorrectly assigned

· Liaise with internal departments (warehouse, logistics, sales, technical support) to drive resolution

· Accurately capture case notes, updates, and outcomes across all systems

· Manage escalations and ensure timely feedback to customers

· Identify recurring operational issues (e.g., failed collections, system gaps) and escalate trends

Minimum Requirements

· Grade 12 / Matric (essential)

· Minimum 1+ years’ experience in a call centre or customer support environment

· Proven experience working on Zendesk or similar ticketing systems

· Experience handling returns, collections, and courier coordination

· Strong understanding of working across multiple systems simultaneously (CRM + internal portals + courier platforms)

· Computer literacy (MS Office, especially MS Excel spreadsheets, email etiquette, data capturing)

Key Competencies

· Strong troubleshooting and problem-solving skills within operational workflows

· High attention to detail when managing tickets and parcel collection requests

· Ability to work under pressure with high volumes and strict turnaround times

· Strong follow-up discipline (especially on pending collections and unresolved tickets)

· Clear and professional communication (written and verbal)

· Accountability and ownership of cases from logging to resolution

Performance Expectations

· Consistent SLA adherence on Zendesk tickets

· Effective management of collections and returns lifecycle

· High QA and customer satisfaction scores

· Minimal backlog and strong case resolution turnaround

· Proactive escalation of operational gaps

What Success Looks Like in This Role

· Collections are logged correctly and completed without repeated follow-ups

· Tickets are resolved efficiently without unnecessary escalations

· Customers receive timely, accurate updates

· Strong coordination between systems (Zendesk + SMD portals + Courier portals)

· Reduced repeat queries due to thorough resolution

SMD Technologies is an equal opportunity employer and is committed to the principles of employment equity. In accordance with the Company’s Employment Equity Plan and the requirements of the Employment Equity Act, preference may be given to suitably qualified candidates from designated groups. Applications from persons with disabilities are encouraged.