Live Chat & Email Support Agent

Headset on, systems open: this banking service centre in Newcastle needs agents who stay patient on the hundredth call. Bring a calm head on busy days and you'll be fine.

The work is in Newcastle, KwaZulu-Natal, so you'll need a reliable way to get there every day. Weekend work is on a roster, so you won't be on every weekend.

• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.
• Attend team huddles and weekly coaching sessions on call recordings.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Log every interaction and outcome in the CRM before taking the next call.
• Troubleshoot routers, fibre connections and app logins step by step.

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

• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor
• Medical aid option after probation

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