Contact Centre Agent

Description:

Optimi has an opportunity for a passionate contact centre agent with excellent client service skills and the ability to thrive in a fast-paced, high-volume environment to join our Client Engagement team. You must be detail-oriented, technologically proficient, and exceptional at communication. You will play a vital role in supporting our learners on their educational journeys.

REQUIREMENTS

• Grade 12 or equivalent (Essential)
• Computer studies as a matric subject (Advantageous)
• Diploma in a related field
• 2–3 years of experience in client service, data capturing, or a call centre role
• Proficiency in MS Word, Excel, Outlook, and Teams (Essential)
• Experience using CRM or client administration platforms
• Fluent in English (both written and verbal)
• Knowledge of another official South African language is a plus

DUTIES

• Guide students through registration and activation.
• Ensure that application forms are complete and accurate.
• Manage all student data with confidentiality and professionalism.
• Liaise across departments to ensure seamless registration workflows.
• Maintain clear, professional, and timely communication with students.
• Promptly respond to calls, emails, and tickets.
• Follow the courtesy and welcome call protocols.
• Understand and verify client requests while adhering to POPIA.
• Deliver relevant and accurate solutions to student concerns.
• Ensure student satisfaction in every interaction.
• Collaborate with internal teams to enhance students’ experience.
• Report on process gaps, system issues or areas for improvement.
• Recommend updates to improve support systems and processes.
• Assist the broader team with daily or urgent tasks.
• Escalate issues to management.
• When necessary, complete any other tasks assigned to support the department.

This position is based in Centurion.

Should you not receive a call from us within 14 days, please consider your application unsuccessful.

Requirements:

• Grade 12 or equivalent (Essential)
• Computer studies as a matric subject (Advantageous)
• Diploma in a related field
• 2–3 years of experience in client service, data capturing, or a call centre role
• Proficiency in MS Word, Excel, Outlook, and Teams (Essential)
• Experience using CRM or client administration platforms
• Fluent in English (both written and verbal)
• Knowledge of another official South African language is a plus

• Guide students through registration and activation.
• Ensure that application forms are complete and accurate.
• Manage all student data with confidentiality and professionalism.
• Liaise across departments to ensure seamless registration workflows.
• Maintain clear, professional, and timely communication with students.
• Promptly respond to calls, emails, and tickets.
• Follow the courtesy and welcome call protocols.
• Understand and verify client requests while adhering to POPIA.
• Deliver relevant and accurate solutions to student concerns.
• Ensure student satisfaction in every interaction.
• Collaborate with internal teams to enhance students’ experience.
• Report on process gaps, system issues or areas for improvement.
• Recommend updates to improve support systems and processes.
• Assist the broader team with daily or urgent tasks.
• Escalate issues to management.
• When necessary, complete any other tasks assigned to support the department.