- Location
- Cape Town, Western Cape
- Type
- Full-time
- Department
- Customer Service
- Source
- RecruiterFlow
Description
Customer Support Agent
Location: Cape Town
Employment Type: Permanent
Working Hours: Rotational shifts, 7 days a week, between 08:00 and 20:00
About the Role
We are looking for Customer Support Agents to join a dynamic contact centre team based in Cape Town.
The successful candidates will be responsible for providing professional and efficient customer support across multiple channels, including voice, social media, ticketing and mobile-related support. You will take ownership of customer queries from first contact through to resolution, ensuring a positive customer experience at every stage.
Key Responsibilities
- Handle inbound customer queries across assigned channels and queues.
- Resolve customer queries efficiently, with a strong focus on First Contact Resolution.
- Provide accurate information and solutions in line with company processes and policies.
- Take ownership of customer interactions from first contact through to resolution.
- Accurately capture customer information and case notes on internal systems.
- Meet required response, resolution, productivity and quality targets.
- Identify and escalate complex, sensitive or potential complaint cases.
- Follow established processes, procedures and escalation guidelines.
- Keep up to date with product, policy and process changes.
- Work collaboratively with other departments to resolve customer issues.
- Assist colleagues during periods of high customer volumes.
- Participate in coaching sessions, team huddles, training and calibration sessions.
- Actively implement feedback received through quality assessments and coaching.
- Maintain a professional and customer-focused approach across all interactions.
Minimum Requirements
- Grade 12 / Matric.
- Previous contact centre or customer service experience.
- Experience working in a high-volume customer-facing environment.
- Excellent verbal and written communication skills.
- Strong computer literacy and ability to work across multiple systems.
- Good problem-solving and investigative skills.
- Strong attention to detail and accurate administration skills.
- Ability to work under pressure and meet performance targets.
- Customer-focused with a professional and positive attitude.
- Ability to follow processes and procedures consistently.
- Willingness to work rotational shifts, including weekends and public holidays.
Key Performance Areas
- First Contact Resolution
- First Response Time
- Resolution / Closure Time
- Quality Assurance scores
- Customer Satisfaction
- Productivity and occupancy
- Schedule adherence
- Accuracy and case management
Working Hours
This position operates 7 days a week between 08:00 and 20:00, with employees working on a rotational shift basis. Flexibility to work weekends and public holidays is required.
Help us match you with the right opportunities
The more information you provide, the better we can match you with relevant career opportunities.
We’ve designed this profile to help our recruiters, search technology and AI quickly identify roles that align with your skills, experience, preferences and career goals.
It takes around 5 to 10 minutes to complete, but you’ll only need to do it once.
The more complete your profile, the better your chances of being matched with suitable opportunities.
The more information you provide, the better we can match you with relevant career opportunities.
We’ve designed this profile to help our recruiters, search technology and AI quickly identify roles that align with your skills, experience, preferences and career goals.
It takes around 5 to 10 minutes to complete, but you’ll only need to do it once.
The more complete your profile, the better your chances of being matched with suitable opportunities.
Skills
Customer Service
