Accounts Specialist | Customer Service Agent

Job Purpose

Responsible for providing a high level of proactive, solution-focused customer service to all company clients in English and Xhosa or Zulu.

The Accounts Specialist and Customer Service Agent is responsible for delivering exceptional customer support across multiple communication channels while proactively managing customer relationships to maximize customer satisfaction, retention, and engagement. The role requires a customer-focused individual who can effectively communicate in both English and Xhosa or Zulu, resolve customer queries efficiently, and identify opportunities to retain and reactivate customers.

Key Responsibilities

Customer Support

• Provide professional and efficient support to customers via Live Chat, Email, and Telephone.
• Assist customers in English and Xhosa or Zulu across all communication channels.
• Investigate, identify, and resolve customer queries accurately and within agreed service levels.
• Follow up on unresolved matters to ensure satisfactory resolution.
• Escalate customer concerns through the appropriate channels when necessary.

Account Management & Retention

• Manage and maintain customer accounts effectively.
• Proactively identify opportunities to retain, reactivate, and engage customers.
• Conduct outbound customer interactions including:
• Welcome Calls
• Courtesy Calls
• Verification Calls
• Upsell Calls
• Incentive-to-Purchase Calls
• Winner Notification Calls
• Follow up on failed transactions, inactive accounts, and at-risk customers.

Customer Experience

• Deliver a consistently high standard of customer service.
• Build positive customer relationships and enhance customer loyalty.
• Ensure all customer interactions reflect professionalism, empathy, and brand values.
• Maintain accurate customer records and account information.

Administration & Reporting

• Work efficiently across various internal software systems.
• Accurately assess customer information and action account requests.
• Allocate customer queries to the appropriate departments where required.
• Provide weekly performance and service level updates to the Line Manager.
• Adhere to company policies, procedures, and operational standards.

Continuous Improvement

• Remain informed about business, industry, product, and departmental updates.
• Provide constructive feedback to improve customer service processes.
• Contribute positively to team objectives and overall business performance.
• Continuously develop knowledge and understanding of customer needs and industry trends.

Key Performance Indicators (KPIs)

Performance will be measured against:

• Quality of inbound and outbound customer interactions
• Volume of inbound and outbound contacts handled
• Response and resolution turnaround times
• Customer Satisfaction (CSAT) ratings
• Customer retention and reactivation rates
• Achievement of annual customer and financial targets
• Conversion of new registrations
• Reactivation of dormant customers
• Successful customer engagement following service interventions
• Compliance with service quality standards and SLAs

Minimum Requirements

Education & Experience

• Grade 12 / Matric (essential)
• Previous customer service, call centre, account management, or customer support experience advantageous
• Experience in online gaming, e-commerce, financial services, or customer-focused environments advantageous

Language Requirements

• Fluent in spoken and written English
• Fluent in spoken and written Xhosa or Zulu

Technical Skills

• Computer literate with strong system navigation skills
• Experience working with CRM or customer management systems advantageous
• Strong administrative and data accuracy skills

Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving ability
• Customer-centric mindset
• Attention to detail
• Ability to multitask in a fast-paced environment
• Resilience and adaptability
• Ability to work independently and as part of a team
• Strong organisational and time management skills

Working Conditions

• Rotational Saturday shifts are required.
• The role may involve both inbound and outbound customer engagement activities.
• Flexibility to support operational requirements as needed.

Pay: R11 000,00 - R14 000,00 per month

Work Location: Hybrid remote in Canal Walk, Western Cape