Live Chat & Email Support Agent

Customers phone this online retail help desk in Somerset West when something has gone wrong, and your job is to put it right. This is a good step for someone who wants proper routine and a manager who notices good work.

The site is in Somerset West; early starts mean public transport timing matters, so check your route before applying.

• Answer inbound calls within target and greet callers using the approved script.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• 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
• Basic computer skills: Windows, email and working across a few screens

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.