Call Centre Consultant I at KFML Holdings Pty (Ltd)

Job Advert Summary    

• The Call Centre Consultant I will handle inbound and/or outbound customer interactions, providing accurate information, resolving queries, and delivering excellent customer service. The role focuses on ensuring customer satisfaction, maintaining professional communication, and supporting the organization’s service objectives.

Minimum Requirements    

• Minimum Grade 12 / Matric (or equivalent).
• Previous call centre or customer service experience is advantageous.
• Proficiency in computer applications.
• Good typing and data capturing skills.
• Strong verbal communication skills in English (additional languages may be beneficial).
• Ability to work after hours, weekends, or public holidays if required.
• Basic understanding of customer service principles and practices.
• Knowledge of WMS, Syspro, OPIT and Freshdesk systems.

Duties and Responsibilities    
Key Responsibilities:

• Answer inbound chats and respond to customer inquiries in a professional and timely manner.
• Make outbound calls when required for follow-ups or service-related matters.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer complaints or escalate complex issues to the relevant department.
• Meet or exceed key performance indicators (KPIs) ticket resolution time, service quality, and customer satisfaction.
• Follow company policies, procedures, and compliance requirements.
• Participate in training sessions and team meetings to improve product knowledge and service delivery.
• Contribute to a positive team environment and maintain professional conduct.

Competencies:

• Communication Skills – Clear verbal and written communication.
• Customer Service Orientation – Strong focus on customer satisfaction.
• Problem-Solving Ability – Ability to analyse issues and provide solutions.
• Active Listening – Understanding customer needs and concerns.
• Time Management – Ability to manage calls efficiently and meet targets.
• Attention to Detail – Accurate data capturing and information handling.
• Emotional Intelligence – Handling difficult customers calmly and professionally.
• Adaptability – Ability to adjust to different systems, processes, and customer situations.
• Teamwork – Working effectively within a call centre team environment.

Deadline:20th March,2026