Assurecloud Contact Centre Agent, Cape Town at SafetySA

Job Purpose:

• To deliver exceptional customer service and administrative support for microbiology, chemistry, and diagnostic testing services. The role ensures client satisfaction, accurate information handling, and operational efficiency while maintaining strong relationships with internal and external stakeholders.

Key Responsibilities:

• Provide expert assistance for client queries related to scientific testing services.
• Resolve customer complaints promptly and professionally.
• Support sales teams and stakeholders with service-related inquiries.
• Maintain accurate and up-to-date customer records in the CRM system.
• Prepare quotations and assist with order processing.
• Collaborate with technical teams to remain informed about service offerings.
• Respond to customer questions accurately within agreed timeframes.
• Build and maintain strong relationships with clients, suppliers, and internal teams.
• Conduct follow-up calls to assess client needs and offer solutions.
• Perform general administrative tasks and ad hoc duties as required.
• Manage reception duties and welcome visitors professionally.

Job Requirements
Qualifications:

• Diploma or Degree in one of the following fields: Microbiology, Biotechnology, Analytical Chemistry, Biomedical Sciences, Food Technology, or Food Science.
• Certification in customer service or CRM systems will be advantageous.

Experience:

• 2–4 years in a customer service or client support role, preferably within a scientific or diagnostic services environment.
• Experience using CRM platforms and providing administrative support.
• Exposure to sales support and front-office operations.

Skills & Knowledge:

• Strong understanding of microbiology, chemistry, and diagnostic testing services.
• Proficiency in CRM software and Microsoft Office Suite.
• Excellent communication and interpersonal skills.
• Ability to resolve issues efficiently and professionally.
• Strong organizational and multitasking abilities.
• Professional telephone etiquette and client engagement skills.