Customer Service Representative

Founding Service Agent

Customer Service & Operations Role

We are building

TSC - The Service Company

, a new home-services company focused on improving the standard of service delivery in South Africa.

We are starting in the plumbing industry, with the plan to expand into other home services over time. The goal is simple: make home services easier, more reliable, and more professional for customers, while creating a better working environment for excellent service providers.

We are looking for a Service Agent to become one of the first key people in the business.

This is not just a normal customer service role. You will be one of the people helping us shape the customer experience from the very beginning. You will help customers feel looked after, make sure service providers are clearly guided, and help ensure that every job is managed properly from the first enquiry through to final follow-up.

We aim to have an incentive based earning structure to reward high performers. 

The kind of person we are looking for:

We are looking for someone who is naturally

friendly, patient, clear, and easy to speak to.

The right person should be able to communicate with customers in a way that feels calm, professional, and reassuring. You do not need to use complicated language. We are looking for someone who can explain things simply, speak well, type clearly, and make people feel that they are in good hands.

The most important qualities for this role are:

• A bubbly and friendly personality
• Clear verbal and written communication
• Patience when dealing with customers and service providers
• A professional and well-spoken manner
• Strong organisation and attention to detail
• The ability to stay calm when things are busy or under pressure
• A willingness to help improve systems and processes as we grow
• What you will be doing

You will be the link between our customers, our service partners, and the service that TSC delivers.

When a customer contacts us, you will help understand what they need, collect the correct details, assist with the quote process, and coordinate the job with one of our approved service partners.

You will help manage the process from start to finish, including:

• Responding to customer enquiries through WhatsApp, phone, and email
• Helping turn enquiries into confirmed customers
• Capturing job details clearly and accurately
• Coordinating bookings with service partners
• Making sure service providers receive clear instructions
• Following up before, during, and after jobs
• Collecting photographic proof where required
• Confirming that the work has been completed properly
• Collecting customer feedback and service ratings
• Reviewing the service provider’s performance
• Helping approve the release of payment to service partners
• Identifying ways to improve scripts, processes, and automations

This role is not only about answering messages. It is about helping make sure the job actually gets done properly and that the customer has a great experience.

What we want to create for customers:

We want customers to be surprised by how easy it is to deal with home services through TSC.

The customer should feel that communication is clear, the process is simple, the service is reliable, and the follow-up is professional. We want them to walk away feeling that they would not want to go back to the normal way of organising home services again.

The goal is for the experience to feel smooth, trustworthy, and easy.

What we want to create for service providers:

We also want to create a better experience for good service providers.

Our aim is to build a system where service partners receive clear jobs, clear expectations, and professional communication. We want them to feel that working with TSC helps them focus on their actual trade, while we help manage the customer communication, admin, follow-up, and service process around the job.

They focus on their trained skill. We help handle the rest.

Job requirements:

• Matric certificate
• Customer service experience would be beneficial
• Strong speaking and typing communication skills
• Ability to stay calm and professional under pressure
• Strong organisational skills
• Comfortable using WhatsApp, email, and online tools
• Ability to communicate well with both customers and service providers
• Ability to follow processes carefully
• Ability to identify opportunities for improvement and automation
• A high personal standard for service quality

Who this role is for:

This role is for someone who takes pride in doing things properly.

You do not need plumbing experience, but you do need to care about people, communication, detail, and follow-through.

Because this is an early role in the business, we are looking for someone who is ambitious, reliable, and excited by the idea of being part of something that is being built from the ground up.

At TSC, the Service Agent will play a very important role. You will help create trust with customers, guide service providers clearly, and help shape the standard of service that TSC becomes known for.

How to apply

Please complete the following questionnaire: https://forms.gle/E7DKEVhc7uM179PD9