Customer Support Agent

 Customer Support Agent

Location: Johannesburg
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  Johannesburg.

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.