CRM Agent at Media24 (Pty) Ltd

Job Description

• Join Media 24’s dynamic Customer Services team as a CRM Agent and play a pivotal role in building exceptional customer relationships! We’re looking for a passionate professional who thrives in a customer-focused environment and is committed to delivering outstanding service excellence.
• As our CRM Agent, you’ll be the voice of Media 24, developing meaningful client relationships while driving business growth through superior customer experiences.

Key Responsibilities include:
Customer Relationship Excellence:

• Develop and maintain strong client relationships through professional and excellent customer service
• Gain thorough understanding of customers’ needs, structure, and requirements
• Provide proactive communication with customers, including conducting training sessions
• Increase customer awareness and usage of our products

Problem Resolution & Support:

• Assist customers with product, content, and contractual queries
• Ensure effective resolution by collaborating with internal teams
• Achieve first-call resolution targets
• Handle contract-related administrative duties when required

Business Development:

• Identify up-sell opportunities within the client base
• Provide feedback on unmet customer needs to internal teams
• Drive revenue growth through enhanced customer engagement
• Meet monthly objectives set in collaboration with management

Performance & Compliance:

• Ensure adherence to KPIs and company standards
• Maintain accurate and efficient updates of client details
• Meet daily activity goals to sustain business activity levels

What We’re Looking For
Essential Qualifications:

• Grade 12 (High School Certificate)
• Written and spoken proficiency in Afrikaans and English

Required Experience:

• Minimum 1 year experience in an inbound call centre environment
• At least 2 years experience incustomer relationship management (CRM) or account management
• Minimum 2 years experience in the financial or investment industry

Preferred Qualifications: 

• Financial or investment-related tertiary qualification
• Training experience (advantageous)

About the role:

• Standard office hours with potential for weekend work and irregular hours
• Collaborative environment working closely with content, development, product, and sales teams
• Fast-paced call centre environment, based at our  Cape Town office