how2apply

Live Chat & Email Support Agent – Experienced

How2Apply Talent Network

Umhlanga, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Customers phone this international outsourcing contact centre in Umhlanga when something has gone wrong, and your job is to put it right. You'll work with a small crew, so being easy to work with matters as much as skill.

Location: Umhlanga, KwaZulu-Natal. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

What your day looks like

Escalate complex complaints to a team leader with clear case notes.
Reply to emails and live chats within the service-level window.
Process address changes, refunds and cancellations on the billing system.
Log every interaction and outcome in the CRM before taking the next call.
Verify caller identity before sharing any account details, as POPIA requires.
Troubleshoot routers, fibre connections and app logins step by step.
Attend team huddles and weekly coaching sessions on call recordings.

Must-haves

You stay calm when a caller is angry
Basic computer skills: Windows, email and working across a few screens
Able to pass a voice and accent assessment
Matric with a pass in English

Extra points for

Previous contact centre or retail customer service experience
A Customer Service NQF Level 2 or 4 learnership certificate

What you get

Medical aid option after probation
Company transport home after night shifts
Paid training for 2 to 4 weeks before you go live
Monthly performance bonus linked to quality and attendance

How to apply for this job

Make sure the role, the hours and working in Umhlanga really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: proof of residence for the background check plus certified copy of your matric certificate.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 5 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Umhlanga.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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.