Call-Centre Agent (Telephonic Research)

Role Overview

We’re looking for a driven, goal-oriented individual with a passion for delivering results and working as part of a high-performing team. This role suits someone who thrives in a dynamic environment, learns quickly, and adapts easily to changing project requirements.

At Lightstone, a Call Centre Agent plays a vital role in the research process, not just by making calls, but by engaging meaningfully with respondents to uncover valuable insights into their experiences. Success in this role depends on strong communication skills, excellent telephone etiquette, and the ability to listen actively and capture information accurately. A focus on quality and attention to detail is essential

Qualifications/Requirements

• Grd 12. Matric

Experience

• Previous working experience as a Lightstone Fieldworker.
• Consistently achieves high quality and target performance metrics.

Technical Skills

• CCM System Proficiency: Strong working knowledge of the Call Centre Management system, including the ability to identify active projects, interpret call statuses and histories, navigate surveys with ease, and ensure accurate submissions.
• Technical Troubleshooting: Able to identify and assess the severity of system or audio issues and escalate appropriately.
• Communication Tools: Comfortable using MicroSIP, MS Teams, and email for day-to-day operations

Non-technical skills

• Strong Verbal Communication: Clear, confident, and respectful telephone manner with the ability to actively listen and engage.
• Attention to Detail: Capable of accurately capturing responses and maintaining data integrity.
• Adaptability: Quick to adjust to new projects, scripts, and respondent types.
• Team Collaboration: Willingness to support and work cohesively with colleagues.
• Resilience and Focus: Maintains professionalism and performance under pressure or during repetitive tasks.

• Provident Fund, Life and Disability Insurance
• Incentives/Performance Bonuses (based on meeting specific targets)
• Professional Development/Study Assistance
• Training and Progression: There is a strong emphasis on skill development, career progression, and "care and growth"
• Office Perks: In-office benefits have included "wellness days" and "Braai month" celebrations
• Leave: 25-days annual leave entitlement
• 2-month paid sabbatical every 5 years of continued service
• Employee Wellness Programme

Company Overview

Lightstone Auto is an intelligent solutions company with strong, automotive industry-specific expertise and core capabilities in Dealer systems (Sales, Stock, Marketing and F&I), market performance and forecasting analytics and data management.

We specialise in delivering integrated, online knowledge solutions, batch and real-time data quality solutions, and a broad range of dealership-focused analytical products to a range of automotive manufacturers, dealerships, government and financial services clients.

We hire exceptional people and provide them with an environment where they can excel. Our non-corporate culture encourages flexibility, collaboration and innovation.

We pride ourselves on our core values to Encourage Participation, Respond to Changing Needs and Win Together, which are reflected in each development, project, product or service we undertake to deliver.