Tenacity Financial Services is recruiting Customer Service Agents for permanent positions in its contact centre. The roles are based in the Northern Suburbs of Cape Town and form part of the organisation’s call centre environment, responsible for handling customer queries and complaints.
A total of eight positions are available under reference number TFS-795. The role focuses on resolving customer issues, responding to enquiries, and ensuring all customer interactions are handled professionally and efficiently.
Customer Service Agents will work through inbound and outbound voice channels, assisting customers with account, product, or service-related questions. The position requires strong communication skills and the ability to resolve queries in line with operational procedures and service standards.
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Who Can Apply
This opportunity is suitable for individuals who meet the required educational qualifications and have experience working in customer service or contact centre environments.
Applicants should be able to communicate clearly with customers, manage multiple tasks, and respond to customer enquiries in a professional manner. The role requires individuals who can work in structured operational environments while maintaining a positive customer experience.
Candidates who have experience assisting customers with retail accounts or service enquiries may have an advantage when applying for this position.
Minimum Requirements
Applicants must meet the following requirements:
- Grade 12 qualification or NQF Level 4
- Minimum 1 year customer service or contact centre experience
- Typing speed of at least 35 words per minute with 95 percent accuracy
- Strong verbal and written communication skills
- Good problem-solving skills and the ability to work under pressure
- Ability to handle customers sensitively and show empathy
- Strong interpersonal skills
- Ability to multitask, organise, and prioritise tasks effectively
- Knowledge of contact centre or customer support environments
- Computer literacy and the ability to work with digital systems
Experience or knowledge related to retail account assistance services may be considered advantageous.
Scope of Duties
The primary responsibility of the Customer Services Agent is to manage customer queries and complaints through voice-based communication channels. Agents are expected to respond to customer enquiries professionally while ensuring that the information provided is accurate and aligned with internal procedures.
Customer Service Agents will interpret customer queries and provide appropriate responses related to accounts, products, and services. When issues cannot be resolved immediately, the agent must escalate the matter to the relevant stakeholders to ensure that the customer receives a resolution.
The role also includes capturing accurate records of queries and complaints. Agents must log the correct dispositions based on the nature of each interaction and ensure that administrative requirements relating to customer account management are completed correctly.
Service delivery standards form an important part of the position. Customer queries must be resolved in accordance with departmental service levels and standard operating procedures. Potential crises must be escalated promptly to management to ensure appropriate handling.
The role also includes maintaining high-quality standards when interacting with customers. Agents are expected to follow internal templates, processes, and procedures while ensuring that each interaction meets departmental quality assurance targets.
In addition to customer interactions, employees must adhere to workforce schedules, including start and end times as well as scheduled breaks. Agents must also comply with company policies and procedures relating to attendance, conduct, and workplace rules.
Documents Required
Applicants should prepare the following documents when submitting their application:
- Updated Curriculum Vitae (CV)
- Certified copy of South African ID
- Certified copy of Grade 12 certificate or equivalent qualification
- Any supporting documents confirming relevant customer service or call centre experience
How To Apply
Applications must be submitted through the employer’s recruitment system using the following job reference:
Reference number: TFS-795
Applicants should follow the official application process listed in the vacancy advertisement. Candidates must ensure that all required information and documents are submitted accurately.
Applicants should note that if they do not receive feedback within two weeks of submitting their application, they should consider their application unsuccessful.
FAQ’s
How many Customer Service Agent posts are available?
There are eight permanent Customer Service Agent positions available.
What qualifications are required for this role?
Applicants must have Grade 12 or an equivalent NQF Level 4 qualification.
Is previous customer service experience required?
Yes. Applicants must have at least one year of customer service or contact centre experience.
What typing speed is required for the role?
Applicants must have a minimum typing speed of 35 words per minute with 95 percent accuracy.
Where is the job located?
The position is based in the Northern Suburbs of Cape Town.
What is the closing date for applications?
The closing date was not specified in the advertisement. Applicants are advised to apply as soon as possible.
Final Thoughts
Applicants interested in the Customer Services Agent role should ensure that they meet the minimum requirements and prepare all required documentation before submitting their application.
Carefully review the vacancy details and apply through the official process using the correct reference number to ensure that your application is considered. Early applications are recommended where possible.
