Customer Service Representative

Adaptive Teams is seeking a dedicated individual to join their ranks as a Customer Service Representative. This is a part-time, remote position that places you directly into the dynamic world of auctions, specifically within the self-storage industry. If you possess a calm demeanour, excel under pressure, and communicate with clarity, this opportunity might be the perfect fit for your skillset. The role is integral to the smooth operation of auction events, requiring you to be the voice that guides participants through the process and ensures all crucial information is conveyed effectively.

About the Role

This position is not just about answering phones; it’s about actively engaging with customers during high-stakes auction periods. You will be the primary point of contact, making vital outbound calls that drive the auction forward. This involves providing clear, concise information about auction details, important deadlines, and the subsequent steps participants need to take. Accuracy and efficiency are paramount, as you'll be responsible for meticulously documenting the outcomes of each call and the responses received from tenants within the company's system. The fast-paced nature of auctions means you'll need to be adept at managing multiple call attempts and diligently following up as required, ensuring no detail is overlooked.

Furthermore, the role demands a high level of emotional intelligence. You will encounter situations that require empathy and professionalism, particularly when handling sensitive conversations or dealing with escalated issues. Maintaining compliance with all timelines, legal requirements, and internal policies is non-negotiable, ensuring the integrity of the auction process. A proactive approach is also valued, as you’ll be expected to identify and flag any emerging trends, issues, or concerns to your team leads. Beyond the core responsibilities, there will be occasions where your skills are needed for additional outbound calling projects, reflecting the evolving needs of the business.

Your day-to-day responsibilities will revolve around executing a high volume of inbound and outbound calls related to auction activities. This will be guided by approved scripts, ensuring a consistent and professional message is delivered.

• Clearly articulate auction details, deadlines, and necessary next steps to participants.
• Accurately record call outcomes and tenant responses within the designated system.
• Conduct multiple call attempts and execute required follow-up actions.
• Handle sensitive or escalated conversations with a high degree of empathy and professionalism.
• Ensure strict adherence to timelines, legal regulations, and internal operational policies.
• Proactively communicate identified trends, issues, or concerns to team leadership.
• Undertake additional outbound calling projects as necessitated by business demands.

What They're Looking For

To thrive in this role, you should possess strong verbal communication skills and a keen ability for active listening. The capacity to remain composed and professional during high-stress or sensitive interactions is crucial.

• Demonstrated experience in a call centre, customer service, or outbound calling environment is preferred.
• Exceptional verbal communication and active listening capabilities.
• The ability to maintain composure in high-stress or sensitive conversations.
• Comfort working independently and effectively managing your time.
• Basic computer proficiency, including experience with CRM or call centre systems.
• A sharp attention to detail, particularly concerning accurate documentation.

In South Africa, customer service roles can vary significantly in terms of remuneration based on experience, industry, and company size. For a part-time remote position like this, particularly within a specialised sector such as self-storage auctions, you might expect a competitive hourly rate. Companies in the self-storage sector, especially those leveraging technology for enhanced customer experiences, often value skilled individuals who can manage client interactions effectively. Growth within such companies can lead to supervisory roles or opportunities in client relations management.

• Previous call center, customer service or outbound calling experience (preferred)
• Strong verbal communication and active listening skills
• Ability to stay calm in high-stress or sensitive conversations
• Comfortable working independently and managing your time
• Basic computer skills and experience with CRM or call systems
• Sharp attention to detail—especially with documentation