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Embracing Opportunities and Making a Difference: My Journey in the Customer Service Industry

Embracing Opportunities and Making a Difference: My Journey in the Customer Service Industry

By Sofia


It feels like just yesterday when I embarked on my journey in the customer service industry. It was over 20 years ago when I started as a frontline customer service agent, taking calls and engaging with customers. Little did I know then that this industry would shape my career and provide me with endless opportunities for growth and learning. 

We're coming upon our first anniversary since we launched our Cape Town, South Africa global delivery center. It's an exciting time because of the growth we have ahead of us when we move to our new site. It will give us more opportunities to bring smiles to our employees and deliver amazing customer experiences with our customer service jobs in South Africa.  

Career mobility is a cornerstone at TTEC. One program that resonates with me personally is our BUILD program, a professional development program for customer service associates. This program sets the foundations for individuals who aspire to become team leaders or move into operations support roles. We guide them through that program and expose them to the real-life environment so that when the next opportunity becomes available, they are prepared to jump into that role that they've been working towards. 

Beyond our internal career growth opportunities in South Africa, it's important to take a moment to recognize the impact of extraordinary individuals like Nelson Mandela. His commitment to justice, equality, and improving lives is truly inspiring. True to our value of Doing the right thing, we commemorate Nelson Mandela's legacy on Mandela Day by dedicating 67 minutes to giving back to the community. This year, our team will join an NGO that supplies food parcels for the homeless and underprivileged. Together, we will spend our 67 minutes making sandwiches and positively impacting the lives of others. Additionally, we encourage our staff to share their thoughts on what Nelson Mandela means to them, further fostering a sense of unity and compassion within our organization. 

When I reflect on what makes this career so fulfilling and keeps me motivated day after day, I find it rooted in our organization's core values. Living life passionately and leading by example are values that resonate deeply with me. Coming to work every day not only allows me to provide a service to our customers, but it also enables me to be part of a team that cares and strives to make a difference in each other's lives. This caring nature and supportive environment make the customer service industry a rewarding and fulfilling place to work. 

One of the most exciting aspects of this industry is the constant variety it provides. No two days are alike, and it's this dynamic environment that keeps me on my toes and fuels my energy levels. Every day is a new opportunity to learn and grow, and when you're supported by a team that values growth, the possibilities are endless. I speak from personal experience when I say that this industry feels like home to me. It's a place where I can share my knowledge and experience with others, empowering them to grow their careers. And the best part is, you don't need a fancy degree to succeed in this industry. All it takes is dedication, effort, and the willingness to learn along the way. 

I often remind newcomers that titles and money might come and go, but the learnings we get on this journey stay with us forever. It's what we do with that knowledge that truly matters. So, as you embark on your journey in the customer service industry, remember to be genuine, honest, and seek connections with the people around you. Put yourself out there, seize opportunities, and never hesitate to ask for help. It's through these actions that we create a positive and engaging environment for ourselves and others. And remember, we're all making a difference through customer service every day at TTEC. 

So, here's to embracing opportunities, making a difference, and celebrating the vibrant and ever-evolving world of customer service. Cheers! 

Looking to join our customer service team in Cape Town? Check out these roles for the best career opportunities in Cape Town.

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