Customer Service Agent

Customer Service Agent

Location: Remote (South Africa)

Working Hours: Monday to Friday, 07:30 – 17:30 (UK Time)

About the Role

We are seeking a professional and customer-focused Customer Service Agent to join our

team. This role involves handling a high volume of inbound customer calls, creating and

managing support tickets, and ensuring customer enquiries are routed efficiently to the

appropriate person or department.

The ideal candidate will have an excellent telephone manner, strong written communication

skills, and the ability to remain calm and professional in a fast-paced environment. Flexibility,

initiative, and a positive attitude are essential.

Key Responsibilities

● Handle a high volume of inbound customer calls (typically 50–60 calls per day, with

peak volumes on Mondays and Fridays).

● Create and manage support tickets using Zendesk or a similar ticketing system.

● Accurately assign tickets to the appropriate team member or department.

● Record clear, concise, and detailed internal notes, including the issue raised, actions

taken, and resolution provided.

● Follow established processes consistently:

○ Receive customer call

○ Raise a support ticket

○ Assign to the appropriate person or team

● Maintain efficient call handling times while delivering excellent customer service.

● Escalate urgent, sensitive, or complex issues promptly.

● Provide support through LiveChat and email channels when required.

● Assist with additional administrative or customer support duties as needed.

● Work collaboratively with colleagues to ensure a high standard of customer service is

maintained.

Skills & Experience

Essential Requirements

● 2–3 years of proven customer service experience, ideally within a high-volume call centre

or customer support environment.

● Excellent spoken English with a clear, professional telephone manner and neutral

accent.

● Strong written English skills with the ability to create accurate tickets and detailed

internal notes.

● Proficient with computers and confident in learning new systems and software.

● Professional, calm, and mature approach when dealing with customers.

● Strong organisational skills and attention to detail.

● Positive attitude, strong work ethic, and team-oriented mindset.

● Flexible and adaptable, with the ability to manage changing priorities and

responsibilities.

Initiative & Problem Solving

The successful candidate will:

● Demonstrate initiative by investigating and resolving issues independently whenever

possible.

● Use sound judgement to troubleshoot problems, gather relevant information, and

propose practical solutions before escalating concerns.

● Take ownership of customer enquiries and challenges from start to finish.

● Assess situations carefully, explore available options, and only escalate when

additional expertise or authority is required.

● Proactively identify solutions and contribute to continuous improvement within the

team.

What We’re Looking For

We are looking for someone who is dependable, resourceful, and committed to delivering

outstanding customer service. If you thrive in a fast-paced environment, enjoy helping

people, and take pride in resolving problems efficiently, we’d love to hear from you.