Call Centre Service Agent : Momentum Metropolitan Holdings

Duties and Responsibilities

  • Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards
  • Take ownership of complaints and ensure they are resolved timeously and effectively
  • Provide clients with the relevant information and documentation as required in line with policy guidelines
  • Capture and update client information on relevant system/s, based on data received from the client
  • Accurately complete all administrative and reporting requirements within agreed timeframes
  • Adhere to legislative / compliance requirements in the service process
  • Identify and report process and system failures and enhancements to improve client experience
  • Investigate client queries within the agreed service level and ensure that client receives timeous feedback
  • Escalate client queries to the relevant department or stakeholder
  • Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
  • Provide authoritative, expertise and advice to clients and stakeholders
  • Build and maintain relationships with clients and internal and external stakeholders
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service


  • MS Office Suite proficiency
  • It would be an advantage to have completed a business-related qualification
  • 1 – 2 years’ experience in a call centre or client services environment with proven knowledge of customer service principles and practices
  • It is essential to have a National Senior Certificate with a matriculation exemption, as well as Mathematics or Mathematical Literacy as a subject
  • The incumbent must be proficient in English and isiXhosa