Overview
A career opportunity has opened for a Contact Center Agent within the Field Marketing Shared Services division of AVI Limited in Kempton Park, Gauteng. This position is offered on a six-month fixed-term contract and forms part of the organisation’s customer service and sales support operations within the FMCG industry.
AVI Limited is widely recognised for managing some of South Africa’s most established consumer brands and operates through a collaborative shared services structure that includes marketing, logistics, finance, digital services, IT, and human resources. The Field Marketing Shared Services division plays a vital role in bridging the gap between company brands and the retail market by executing marketing strategies, supporting retailers, and ensuring that products remain visible and accessible to customers.
The Contact Center Agent role is an essential part of this operation. The successful candidate will serve as a key communication link between the company, retailers, and customers. Responsibilities will include responding to inbound and outbound calls, processing customer orders, handling product enquiries, resolving complaints, and ensuring accurate order management within internal systems. Candidates will also assist with administrative duties and collaborate with internal departments to ensure that customer service standards remain consistently high.
This role offers a valuable opportunity for candidates with previous call centre experience to gain exposure within a large FMCG organisation while developing professional customer service, communication, and order management skills.
Minimum Requirements
- Grade 12 (Matric) qualification
- Minimum of two years contact center experience (inbound and outbound calls)
- Basic computer literacy including Microsoft Office
- Strong telephone communication skills
- Ability to work in a structured customer service environment
- Ability to manage customer complaints and queries effectively
- Advantageous Qualifications
- Call Center certification
- Previous experience in the FMCG industry
- Knowledge of SAP systems
Key Competencies and Skills
- Excellent communication and telephone etiquette
- Strong customer service orientation
- Order processing and administrative accuracy
- Problem-solving and complaint resolution
- Ability to manage multiple tasks simultaneously
- Team collaboration and interpersonal skills
- Computer literacy and data entry accuracy
- Attention to detail and organisational ability
- Time management and ability to meet deadlines
- Ability to work effectively in a fast-paced environment
Responsibilities
- Answer inbound calls from customers regarding orders, product enquiries, and service requests.
- Provide accurate information to customers regarding products, delivery timelines, and services.
- Handle complaints professionally and escalate complex issues where necessary.
- Maintain positive relationships with customers and retailers.
- Capture and process customer orders accurately within the system.
- Ensure minimum order quantities and values are met according to company guidelines.
- Verify and follow up on any discrepancies with customers or sales representatives before capturing orders.
- Ensure all orders are correctly routed to relevant depots for delivery or collection.
- Administration and Control
- Maintain accurate documentation and records of customer interactions and transactions.
- Monitor credit-held orders and forward relevant listings to the Accounts Receivable department before delivery runs.
- Notify customers when accounts are placed on hold due to credit issues.
- Ensure all special delivery or collection instructions are communicated to the relevant depots.
- Build and maintain relationships with depot teams to ensure service delivery standards are met.
- Communicate regularly with sales representatives and internal departments to resolve order queries.
- Support internal processes related to customer account management and service delivery.
Important Notes
This position is offered on a six-month fixed-term contract. Only candidates who meet the minimum requirements may be considered during the recruitment process. Previous contact centre experience is essential for this role. FMCG industry experience may strengthen an applicant’s chances during the selection process. Candidates should ensure that their CV highlights relevant customer service and order management experience.
🧾 ATS-Friendly CV Guide
In today’s digital job market, most companies use Applicant Tracking Systems (ATS) to screen CVs before human eyes ever see them. These systems are designed to scan documents for keywords, structure, and formatting that align with the job description. An ATS-friendly CV improves your chance of getting past automated filters and landing an interview. Whether you are applying for the Contact Center Agent – AVI Limited position at AVI Limited or another opportunity, your CV must speak both to machines and people. This guide walks you through proven strategies to optimize your CV from top to bottom, offering practical examples, formatting tips, and best practices to maximize your success.
1. ✅ CV Structure
- Header: Example — Thabo Khumalo | 0612 74 1234 | [email protected] | Randburg, South Africa.
- Professional Summary: Tailored to the role. E.g., “Motivated customer service agent with 3+ years’ experience in retail and a track record of increasing client satisfaction scores by 25%.”
- Key Skills: Include 6–10 bullet points. E.g., Point of Sale (POS) systems, Inventory control, Conflict resolution, Merchandising, SAP, Microsoft Excel.
- Work Experience: Reverse-chronological. Example:
- Retail Assistant | Bradlows | Jan 2022 – Present
- • Assisted 40+ daily customers with purchases and queries.
- • Maintained 98% shelf availability by overseeing stock rotation.
- Education: Highest level first. E.g., “Diploma in Business Management, UNISA, 2021.”
- Certifications: “Occupational Health and Safety, 2023 (SASSETA)”
- References: “Available upon request” unless stated otherwise in job ad.
2. 🖋️ Typography & Formatting
- Font Choice: Use clean fonts like Arial, Calibri, or Helvetica — ATS systems can misread decorative fonts.
- Font Size: Body text should be 10.5pt–12pt; Headings 14pt–16pt for readability and emphasis.
- Spacing & Margins: Use 1.15–1.5 line spacing. Keep margins at 0.75–1 inch. This ensures text isn’t cramped and is easy to scan.
- Avoid: Tables, columns, headers/footers, text boxes — most ATS software can't interpret them properly.
- File Format: Save your CV as a PDF or DOCX — PDF preserves formatting across devices, DOCX is often required by ATS platforms.
3. ✏️ Content Best Practices
- Mirror Job Language: If the ad says “inventory management,” use that term instead of synonyms like “stock control.”
- Quantify Achievements: Numbers give weight. E.g., “Managed R50,000 monthly inventory with < 2% loss.”
- Tailor for Each Job: Don't send the same CV to every employer. Highlight different skills depending on the job ad.
- Be Clear, Not Clever: Avoid vague buzzwords. Say what you did and how it helped your company.
- Proofread! ATS won't reject for spelling — but hiring managers will. Use tools like Grammarly or Hemingway.
4. 📷 Photo?
- Photos are discouraged unless required. ATS software can’t read them and they can add bias.
- If required (e.g., acting, modeling), choose a neutral background, natural lighting, and professional attire.
- Ensure file size is small if embedded. Avoid image-heavy CVs as they increase loading time.
5. 🔍 ATS Keyword Optimization Tips
Copy the exact job description and extract nouns and verbs that repeat. For example, for a Retail Assistant post: “customer service,” “cash handling,” “inventory,” “POS,” “stocktaking,” “sales target,” “merchandising,” and “teamwork.”
6. ✅ Dos and ❌ Don’ts of ATS CVs
- ✅ Use job-relevant keywords
- ✅ Keep formatting simple and consistent
- ✅ Quantify wherever possible
- ❌ Don’t include tables or graphics
- ❌ Don’t submit images or logos
- ❌ Don’t use colored or stylized fonts
7. 💾 File Naming & Saving Tips
- Name format: YourName_Contact Center Agent – AVI Limited_CV.pdf
- Save as PDF unless job ad specifies otherwise
- Avoid spaces in filenames: Use underscores instead
- Check file size — keep it under 2MB
8. 🧠 More about ATS
Your CV is the first impression recruiters and ATS software get of you. To pass the ATS filter, you must optimize your CV with clean formatting, appropriate keyword use, and targeted content. Focus on clearly structuring each section: headline, summary, skills, work experience, education, and certifications. Customize the content for every role by mirroring the terminology and phrasing used in the job advert. Quantify achievements wherever possible. Format with simplicity — avoid graphics and stick to standard fonts. Proofreading is non-negotiable: even small typos can disqualify you. Save and name your file properly to avoid compatibility issues. Remember, your CV must be easily readable by both algorithms and humans. By applying the principles in this guide, you will greatly improve your chances of being shortlisted for interviews and finding the right role for your skills.
Professional Summary Example
A dedicated and customer-focused Contact Center Agent with a strong background in handling inbound and outbound customer interactions within fast-paced service environments. Demonstrates proven experience in managing customer enquiries, processing orders, resolving complaints, and maintaining high levels of customer satisfaction. Skilled in telephone etiquette, problem-solving, and maintaining accurate records while using computer-based systems such as CRM platforms, order management systems, and Microsoft Office tools. Known for the ability to remain calm under pressure while delivering professional and efficient service that strengthens customer relationships and supports business operations.
Possesses excellent communication, organisational, and multitasking skills, allowing efficient management of high call volumes and administrative responsibilities simultaneously. Experienced in collaborating with internal teams, including sales representatives, logistics departments, and accounts teams, to resolve customer queries and ensure orders are processed accurately and delivered on time. Demonstrates strong attention to detail, accountability, and commitment to service excellence, with the ability to adapt quickly in dynamic environments within industries such as FMCG, retail, and customer service operations.
ATS-Friendly CV Tips for Contact Center Jobs
Many companies in the FMCG sector use Applicant Tracking Systems (ATS) to screen applications. To improve your chances of being shortlisted:
Use relevant keywords in your CV such as:
-
Contact Center Agent
-
Customer Service
-
Inbound and Outbound Calls
-
Order Processing
-
Complaint Resolution
-
CRM Systems
-
Call Handling
Structure your CV clearly using these sections:
-
Professional Summary
-
Work Experience
-
Skills
-
Education
-
Certifications
Avoid graphics, tables, or complex formatting so that ATS systems can easily read your information.
How to Apply
Applicants interested in the Contact Center Agent role should prepare the following documents:
-
Updated Curriculum Vitae (CV)
-
Certified copy of Matric certificate
-
Any relevant call centre or customer service qualifications
Applications must be submitted through the official recruitment platform where the vacancy is listed before the closing date of 13 March 2026.
