Live Chat & Email Support Agent

You'll take customer calls and chats at an international outsourcing contact centre in Worcester, sorting problems on the first contact. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Worcester; early starts mean public transport timing matters, so check your route before applying. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Troubleshoot routers, fibre connections and app logins step by step.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry
• Matric with a pass in English
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens

• 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
• Clear promotion path to team leader or quality assessor
• Company transport home after night shifts

• 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.