Live Chat & Email Support Agent – Immediate Start

Customers phone this online retail help desk in Fourways when something has gone wrong, and your job is to put it right. If you like clear targets and knowing where you stand, this is for you.

This post is in Fourways (Gauteng). Please only apply if you can travel there daily.

• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.

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

• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.