Customer Support Agent

 

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.