Apply Now: Join Alexander Forbes – Contact Centre Agents (Hybrid Role – Sandton) | Apply by 2 July 2025

Are you a motivated and detail-oriented individual with a passion for delivering exceptional customer service? Are you looking to take the next step in your career at a leading financial services organization? Alexander Forbes is seeking highly skilled Contact Centre Agents to join our dynamic customer service team in Sandton, Gauteng.

If you have experience in a contact center environment, excellent communication skills, and a desire to work in a customer-focused and high-performance culture, this could be the perfect role for you.

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Job Overview

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• Job Title: Contact Centre Agent

• Reference Number: PP4389

• Location: Sandton, Gauteng, South Africa

• Category: Operations & Administration (OF6310)

• Posted On: 24 June 2025

• Closing Date: 2 July 2025

• Employment Type: Full-time (Hybrid)

Purpose of the Role

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The Contact Centre Agent will be responsible for delivering high-quality customer service to Alexander Forbes clients via telephone and email. You will provide timely, accurate, and professional responses to customer queries, ensuring a positive client experience and maintaining service level agreements.
This role requires a strong ability to resolve queries efficiently, maintain accurate client records, and work collaboratively within a high-performing team. Your efforts will directly impact client satisfaction, retention, and the overall brand experience.

Minimum Qualifications and Experience

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Education:
• Matric (Grade 12) – Essential

• Certificate in Customer Relationship Management – Advantageous

• Contact Centre Agent Qualification – Preferred

Experience:
• Minimum of 2 years’ experience in a contact center or customer service role, preferably within the financial services industry

• Proven experience using CRM systems and VOIP platforms for a minimum of 2 years

• Strong knowledge of customer service principles and professional conduct

• Proficient in data entry and accurate typing

• Ability to communicate in more than two South African languages will be a significant advantage

Key Responsibilities

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Customer Service:
• Respond to client queries via phone and email in a professional and timely manner

• Provide accurate and helpful information, escalating complex issues when needed

• Log all client interactions and complaints in the company’s CRM system

• Ensure use of proper greetings, tone, and courteous language in every interaction

• Actively listen to clients and use effective probing to understand their needs

• Maintain up-to-date client records, including contact methods and preferences

• Assist the team in achieving daily and monthly service level targets

• Escalate unresolved issues promptly to the appropriate internal teams

Communication and Client Engagement:
• Build rapport with clients through effective verbal communication

• Display empathy, patience, and professionalism when handling client frustrations

• Clearly explain processes, services, and next steps to clients

• Follow up on outstanding issues until fully resolved

• Work collaboratively with other departments to deliver a seamless client experience

Data Accuracy and System Use:
• Enter data into CRM with high accuracy and attention to detail

• Select appropriate wrap-up codes for every call to support reporting

• Maintain accurate logs for appointments and follow-ups

• Record responses and feedback from clients to improve service delivery

• Confirm and update client contact information during every interaction

Compliance and Internal Protocol:
• Adhere strictly to all divisional policies, processes, and SLAs

• Follow all procedures outlined in the Contact Centre Handbook

• Comply with POPIA regulations by ensuring client data is handled confidentially

• Uphold Treating Customers Fairly (TCF) principles in all interactions

• Maintain confidentiality and professionalism at all times

• Accurately monitor and report case closures and call outcomes

Core Competencies and Required Skills

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Functional Skills:
• Excellent communication skills (verbal and written)

• Strong attention to detail and accuracy

• Ability to multitask in a high-pressure environment

• Problem-solving and analytical thinking

• Time management and the ability to prioritize tasks

• Technical proficiency in CRM systems and VOIP communication tools

People Skills:
• Empathy and active listening

• Patience and understanding, especially with difficult customers

• Flexibility and adaptability to change

• Teamwork and willingness to collaborate

• Openness to feedback and continuous learning

Core Competencies:
• Consistently high-quality work output

• Fast and efficient execution of tasks

• Strong knowledge retention and recall

• Quality awareness and client-first approach

• Professional demeanor and brand representation

• Reliable and consistent attendance and performance

Why Work at Alexander Forbes?

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Alexander Forbes is a leading provider of financial and risk services, helping individuals and institutions achieve their financial goals. Working here means being part of an organization that values:
• People-centric service: Placing the customer at the heart of everything we do

• Professional growth: Access to ongoing learning, development, and training

• Innovation: Embracing technology to improve our services and workplace

• Integrity: Operating with transparency and trust in all our engagements

By joining our team, you’ll be contributing to the financial well-being of thousands of South Africans while building a rewarding career in the financial services industry.

Growth Opportunities

This Contact Centre Agent role provides a solid foundation for career advancement within:
• Customer relationship management

• Financial advisory and administration

• Compliance and client support

• Operations and business support roles

High performers will have opportunities for internal promotions, additional training, and access to mentorship within Alexander Forbes.

Search Terms That Help You Find This Role

• Contact Centre Agent Jobs Sandton

• Customer Service Jobs in Financial Services

• Alexander Forbes Careers 2025

• Hybrid Contact Centre Vacancies Gauteng

• Call Centre Positions in Banking and Finance

• Jobs in CRM and VOIP Support

• Entry-Level Admin Jobs in Sandton

• Financial Services Contact Centre Jobs South Africa

If you’re looking for a stable, fulfilling career in a trusted organization where your customer service skills will be valued and developed, this is the opportunity for you. Take the next step in your professional journey with Alexander Forbes — apply before 2 July 

Application Process

Application Deadline: 2 July 2025
Ready to join a reputable brand that values excellence and customer care?
To apply for the Contact Centre Agent position:
• Visit the official Alexander Forbes careers portal

• Submit your updated CV

• Include supporting documents such as certificates, qualifications, and contactable references

Click here to apply: Apply Now 
Only shortlisted applicants will be contacted. Ensure all documentation is complete to avoid disqualification.

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