Live Chat & Email Support Agent

Customers phone this banking service centre in Prospecton when something has gone wrong, and your job is to put it right. Bring a calm head on busy days and you'll be fine.

The work is in Prospecton, KwaZulu-Natal, so you'll need a reliable way to get there every day. Start is planned for the beginning of next month.

• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Verify caller identity before sharing any account details, as POPIA requires.

• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry

• 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
• Paid training for 2 to 4 weeks before you go live

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