Live Chat & Email Support Agent – Permanent

You'll take customer calls and chats at an online retail help desk in Bethlehem, sorting problems on the first contact. It's the kind of job where doing the basics well every day gets you noticed.

Home base is an online retail help desk on the Bethlehem side of Free State. Weekend work is on a roster, so you won't be on every weekend.

• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.
• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Log every interaction and outcome in the CRM before taking the next call.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.

• You stay calm when a caller is angry
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• Medical aid option after probation
• Company transport home after night shifts

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.