Live Chat & Email Support Agent

Customers phone this international outsourcing contact centre in Brackenfell when something has gone wrong, and your job is to put it right. This role rewards consistency more than flash.

This post is in Brackenfell (Western Cape). Please only apply if you can travel there daily. You'll start with a short induction before working on your own.

• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Follow up on open tickets and phone customers back when promised.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Matric with a pass in English

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate

• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.