Job Description

Salt Employee Benefits is seeking a professional and customer-focused Contact Centre Agent to join its Contact Centre team in Gauteng. This permanent position is focused on providing high-quality customer service to members, employers, consulting teams, claims teams, and external service providers through telephone, email, and face-to-face interactions.

The Contact Centre Agent will serve as an important point of contact for customers and stakeholders who require assistance with enquiries, requests, benefit statements, outstanding information, and other matters relating to the services administered by the organization.

The position is suited to an individual who enjoys helping people, communicates confidently, listens carefully, and can investigate customer enquiries while maintaining accuracy and professionalism. The successful candidate will be expected to handle inbound calls promptly, assist walk-in visitors, respond to emails, maintain accurate records, and ensure that enquiries are either resolved efficiently or escalated to the appropriate department.

Working within the financial services environment means that confidentiality, accuracy, compliance, and professional conduct are particularly important. Contact Centre Agents may deal with personal and member-related information and must therefore follow established security checks, administration procedures, fund rules, legislation, company policies, and service-level agreements.

The successful candidate will report to the Call Centre Manager and will contribute to the overall performance of the Contact Centre by meeting agreed productivity and quality standards while delivering a positive customer experience.

This opportunity may be particularly suitable for applicants who have experience in customer service, contact centres, administration, financial services, or other customer-facing environments. Entry-level candidates may also benefit from the opportunity if they can demonstrate strong communication, computer literacy, problem-solving abilities, professionalism, and a willingness to learn.

Overview

Salt Employee Benefits is seeking a professional and customer-focused Contact Centre Agent to join its Contact Centre team in Gauteng. This permanent position is focused on providing high-quality customer service to members, employers, consulting teams, claims teams, and external service providers through telephone, email, and face-to-face interactions.

The Contact Centre Agent will serve as an important point of contact for customers and stakeholders who require assistance with enquiries, requests, benefit statements, outstanding information, and other matters relating to the services administered by the organization.

The position is suited to an individual who enjoys helping people, communicates confidently, listens carefully, and can investigate customer enquiries while maintaining accuracy and professionalism. The successful candidate will be expected to handle inbound calls promptly, assist walk-in visitors, respond to emails, maintain accurate records, and ensure that enquiries are either resolved efficiently or escalated to the appropriate department.

Working within the financial services environment means that confidentiality, accuracy, compliance, and professional conduct are particularly important. Contact Centre Agents may deal with personal and member-related information and must therefore follow established security checks, administration procedures, fund rules, legislation, company policies, and service-level agreements.

The successful candidate will report to the Call Centre Manager and will contribute to the overall performance of the Contact Centre by meeting agreed productivity and quality standards while delivering a positive customer experience.

This opportunity may be particularly suitable for applicants who have experience in customer service, contact centres, administration, financial services, or other customer-facing environments. Entry-level candidates may also benefit from the opportunity if they can demonstrate strong communication, computer literacy, problem-solving abilities, professionalism, and a willingness to learn.

Requirements

Applicants should ideally meet the following requirements:

• Matric / Grade 12 / National Senior Certificate.
• Strong verbal and written communication skills.
• Ability to communicate professionally with customers and stakeholders.
• Strong active listening skills.
• Good problem-solving and analytical abilities.
• Ability to multitask while maintaining accuracy.
• Good time-management skills.
• Basic to strong computer literacy.
• Ability to navigate computer systems and software applications efficiently.
• Strong customer service orientation.
• Ability to work professionally with confidential information.
• Ability to remain calm when dealing with difficult or emotional customers.
• Willingness to participate in required training and development activities.

Previous customer service or contact centre experience may be advantageous.

Additional qualifications in customer service, communications, business administration, or a related field may also strengthen an application.

Responsibilities

Inbound Call Management

The Contact Centre Agent will be responsible for handling incoming calls and providing professional assistance to customers.

Duties may include:

• Answering incoming calls promptly.
• Ideally answering calls within three rings.
• Identifying the caller.
• Completing required security checks.
• Understanding the purpose of the call.
• Investigating customer enquiries.
• Providing accurate information.
• Recording relevant details.
• Escalating matters when required.

Walk-In Customer Assistance

The position also involves assisting visitors who attend the organization in person.

Responsibilities include:

• Welcoming walk-in visitors.
• Identifying visitors appropriately.
• Providing courteous assistance.
• Understanding visitor enquiries.
• Providing relevant information.
• Referring visitors to the appropriate department when necessary.
• Maintaining professional conduct throughout face-to-face interactions.

Member Enquiries

The successful candidate may assist customers with enquiries relating to member benefit statements and related information.

This requires employees to:

• Listen carefully to member questions.
• Investigate available information.
• Verify relevant details.
• Provide appropriate responses.
• Identify matters requiring specialist assistance.
• Escalate complex issues when necessary.

Call Escalations

Urgent or complex matters must be identified and handled according to the organization's escalation procedures.

The Contact Centre Agent may be required to:

• Recognize urgent matters.
• Document relevant information.
• Complete escalation documentation.
• Refer matters to the appropriate team.
• Follow up where required.
• Ensure that unresolved matters are not unnecessarily delayed.

Outbound Follow-Up

The position may require follow-up communication with customers.

This can include:

• Returning voice messages.
• Returning abandoned calls.
• Contacting members for outstanding information.
• Following up on customer enquiries.
• Recording the outcome of interactions.

Email Administration

The Contact Centre Agent will also be expected to manage allocated email enquiries.

Responsibilities include:

• Responding to emails professionally.
• Providing clear and accurate information.
• Maintaining appropriate written communication standards.
• Responding within the required 24–48-hour timeframe.
• Recording relevant information where required.
• Escalating matters that cannot be resolved directly.

Record Keeping

Accurate record keeping is a critical part of the position.

The successful applicant will be expected to:

• Record customer interactions.
• Update system information.
• Maintain accurate notes.
• Record actions taken.
• Ensure customer information is captured correctly.
• Maintain complete records of enquiries and resolutions.

Customer Complaint Management

The Contact Centre Agent may deal with customers who are unhappy or frustrated.

The successful candidate should:

• Listen without unnecessarily interrupting.
• Acknowledge the customer's concern.
• Remain calm and respectful.
• Investigate the issue.
• Explain the available solution or next steps.
• Escalate where appropriate.
• Maintain professionalism throughout the conversation.

Internal Collaboration

The Contact Centre works closely with other teams, meaning effective collaboration is important.

The successful applicant may interact with:

• Employers.
• Members.
• Consulting teams.
• Claims teams.
• Internal administration teams.
• External service providers.
• Management.

The employee should ensure that information is communicated accurately and that relevant matters are directed to the correct team.

Compliance and Procedures

The successful candidate must adhere to applicable organizational procedures and requirements.

This includes:

• Following Fund rules.
• Following administration procedures.
• Adhering to applicable legislation.
• Following internal policies.
• Meeting service-level agreements.
• Following information-security procedures.
• Maintaining confidentiality.
• Adhering to quality standards.

Performance Management

The Contact Centre Agent will be expected to contribute toward agreed operational targets.

Performance may be assessed through factors such as:

• Call handling.
• Customer service quality.
• Productivity.
• Accuracy.
• Email response times.
• Query resolution.
• Record-keeping quality.
• Service-level agreement compliance.

Qualifications

Essential Qualifications

• Matric / Grade 12 / National Senior Certificate.

Advantageous Qualifications

Additional training or qualifications in areas such as:

• Customer Service.
• Contact Centre Operations.
• Communications.
• Business Administration.
• Financial Services.
• Office Administration.

Technical Skills

The successful applicant should be comfortable working with computers and navigating multiple systems.

Relevant technical capabilities include:

• Computer literacy.
• Email communication.
• Data capturing.
• System navigation.
• Digital record keeping.
• Microsoft Office or similar office applications.
• Ability to learn new software systems quickly.

Customer Service Skills

• Telephone etiquette.
• Professional communication.
• Customer engagement.
• Complaint handling.
• Query resolution.
• Call management.
• Email support.
• Face-to-face customer service.

Professional Summary Example

Customer-focused and detail-oriented professional with a strong interest in contact centre operations, customer service, administration, and financial services. Demonstrates excellent verbal and written communication skills, active listening abilities, strong attention to detail, and a professional approach to handling customer enquiries. Able to understand customer needs, ask relevant questions, investigate problems, provide clear information, and escalate complex matters appropriately. Confident in working with computer systems, maintaining accurate records, managing multiple tasks, and following established procedures and service-level requirements while maintaining a positive customer experience.

Reliable and empathetic individual with strong problem-solving, time-management, and interpersonal skills and the ability to remain calm and professional when dealing with challenging customer interactions. Demonstrates accountability, confidentiality, accuracy, and a commitment to delivering high-quality service across telephone, email, and face-to-face channels. Able to work effectively both independently and as part of a team while building productive relationships with customers, colleagues, and internal departments. Seeking an opportunity to contribute to a professional financial-services environment while developing expertise in customer support, contact centre operations, administration, and stakeholder management.

ATS CV Tips

ATS CV Tips for This Job:

An Applicant Tracking System (ATS) may scan submitted CVs for qualifications, skills, experience, and keywords relevant to the vacancy. Applicants should therefore use relevant terminology naturally rather than filling their CV with unrelated keywords.

Recommended ATS Keywords:

• Contact Centre Agent
• Contact Centre
• Customer Service
• Customer Support
• Call Centre
• Call Centre Agent
• Telephone Etiquette
• Inbound Calls
• Outbound Calls
• Customer Enquiries
• Query Resolution
• Complaint Handling
• Customer Experience
• Stakeholder Management
• Active Listening
• Problem-Solving
• Communication Skills
• Written Communication
• Verbal Communication
• Data Capturing
• Data Accuracy
• Record Keeping
• Information Verification
• Administrative Support
• Email Management
• Email Correspondence
• Time Management
• Multitasking
• Quality Assurance
• Service Level Agreements
• SLA
• Escalation Management
• Confidentiality
• Financial Services
• Member Support
• Benefit Statements
• Customer Relationship Management
• Computer Literacy
• Microsoft Office
• Customer Satisfaction
• Attention to Detail
• Emotional Intelligence

Recommended CV Structure:

1. Professional Summary

Use a concise two-paragraph summary that highlights customer service, communication, problem-solving, administration, and computer skills.

2. Core Skills

Include relevant skills such as customer service, contact centre operations, telephone etiquette, active listening, data capturing, complaint resolution, and stakeholder management.

3. Work Experience

Describe previous responsibilities using action-focused statements.

For example, candidates with genuine experience could highlight responsibilities such as:

• Assisted customers with enquiries via telephone and email.
• Captured customer information accurately on internal systems.
• Resolved routine customer complaints and escalated complex matters.
• Maintained accurate records of customer interactions.
• Managed multiple customer requests while meeting service standards.

4. Education

Clearly list:

• Matric / Grade 12.
• National Senior Certificate.
• Any relevant customer service, administration, business, or financial-services qualifications.

5. Computer Skills

List genuine systems and applications the applicant can use, such as:

• Microsoft Office.
• Microsoft Excel.
• Microsoft Word.
• Email systems.
• Customer relationship management systems.
• Contact centre software.

6. Additional Training

Include relevant courses or training in:

• Customer Service.
• Contact Centre Operations.
• Communication.
• Complaint Handling.
• Financial Services.
• Administration.

Final ATS Tip:

Applicants should not add qualifications, software, experience, or skills they do not actually have simply because they appear in the vacancy. The strongest ATS-friendly CV combines relevant keywords with genuine evidence of the applicant's capabilities and experience.

How to Apply:

Candidates who meet the stated requirements should submit an updated CV through the official recruitment or application channel associated with the vacancy.

Applicants should ensure that their CV clearly highlights their Matric qualification, customer service experience, contact centre experience, administrative abilities, computer literacy, communication skills, and problem-solving capabilities.

Candidates with limited formal work experience should focus on transferable skills gained through previous employment, internships, learnerships, volunteering, academic projects, community activities, or other customer-facing responsibilities.

Before submitting an application, applicants should carefully check their CV for spelling errors, outdated contact details, inconsistent employment dates, and missing qualification information.

A professional CV should clearly demonstrate how the applicant's skills relate to customer service, communication, administration, information accuracy, problem-solving, and stakeholder support.