Call Center Agent

Join the Action: Call Centre Agent (Permanent) at Ster-Kinekor 🎬

Ster-Kinekor Theatres Pty Ltd

Location

Sandton, Gauteng

Job Details

• Division: Marketing & CRM
• Minimum Experience: Entry Level
• Industry: Entertainment
• Posted: 28 October 2025
• Closing Date: 01 November 2025

Role Summary

Ster-Kinekor Theatres, a leader in the entertainment industry, is seeking a motivated and customer-focused Call Centre Agent to join the Marketing & CRM Division. As the voice of our brand, the incumbent will be responsible for delivering exceptional support and service to our guests via multiple channels, including calls, business WhatsApp, and emails. This is a critical role that requires a professional committed to efficient query resolution and proactive guest engagement.

Key Responsibilities

The Call Centre Agent will be instrumental in ensuring a world-class guest experience, focusing on the following areas:

Guest Support & Resolution

• Provide excellent customer service by efficiently answering inquiries, addressing concerns, and resolving issues or complaints in a professional manner.
• Manage first-line queries and ensure timely escalation, follow-up, and feedback to the guest for all unresolved matters, adhering strictly to the escalation process.
• Achieve a complaint resolution rate in line with company policy and departmental guidelines.

Operational Excellence

• Ensure adherence to all quality standards and procedures, maintaining high call quality in every guest interaction.
• Manage workload efficiently to meet departmental Service Level Agreements (SLA) for abandoned call rates and average call handling time.
• Ensure full compliance with the weekly and monthly roster schedule, demonstrating strong organizational and time management skills.
• Complete all daily checklists before the start of the shift.

Product Knowledge & Promotion

• Maintain comprehensive knowledge of the movie theatre’s operations, policies, and procedures, as well as current movie schedules, showtimes, promotions, and discounts.
• Provide accurate and up-to-date information on all products and services.
• Fully understand and articulate the company’s refund policy from start to finish.
• Actively promote and manage our customer loyalty programs, leveraging sales and marketing skills to enhance guest value.

Minimum Requirements

Qualifications

• Matric (Non-negotiable) or equivalent High School Diploma.
• Certification in Communication is an advantage.

Experience and Skills

• Previous Call Centre experience is highly desirable.
• Proficiency in the Microsoft Office Suite.
• Familiarity with ticketing systems, loyalty programs, and payment processing is beneficial.
• Excellent communication skills (both verbal and written) with a clear voice and strong active listening ability.
• Strong customer service skills with the ability to provide solutions to complex issues under pressure.
• Demonstrated patience, empathy, and adaptability when dealing with diverse customer requirements.
• Ability to work collaboratively as part of a high-energy team.