Customer Service Specialist

PURPOSE OF THE ROLE

We are seeking a Customer Service Specialist to deliver exceptional service through voice channels. The successful candidate will act as a brand ambassador, resolving customer queries efficiently while ensuring professional, empathetic, and compliant customer experience aligned with South African service standards.

This role is ideal for individuals with strong English communication skills, high attention to detail, and the ability to manage multiple customer interactions efficiently.

RESPONSIBILITIES OF THE ROLE

• Provide timely and accurate customer support via voice channels (calls) while occasionally supporting live chat, email, or other digital channels as required
• Handle customer enquiries, complaints, and service requests in line with South African customer service expectations
• Maintain a high standard of spoken English, including tone, clarity, and professionalism
• Resolve issues efficiently on first contact where possible, escalating complex cases to the appropriate teams
• Navigate multiple systems and tools simultaneously to retrieve and update customer information
• Adhere to SLAs, KPIs, quality standards, and compliance requirements
• Accurately document all customer interactions and outcomes
• Demonstrate empathy and professionalism when dealing with sensitive or escalated cases
• Contribute to continuous improvement by identifying trends, issues, or process gaps

Requirements

QUALIFICATIONS/EDUCATION and EXPERIENCE:

• Matric or Equivalent qualification
• Minimum 1 year’s Customer Service or Call Centre Experience
• Reliable transport

CORE SKILLS AND COMPETENCIES

• Excellent spoken English communication skills (clarity, tone, and pronunciation)
• Strong customer-centric mindset with a problem-solving approach
• Ability to manage multiple conversations efficiently
• High attention to detail and accuracy
• Strong time management and organizational skills
• Resilient, adaptable, and able to work under pressure
• Tech-savvy with the ability to learn new systems quickly

Benefits

• Competitive Salary
• Attendance bonus
• Performance-based Incentives
• Career progression and promotion opportunities
• Group Life Plan (Life Cover, Disability Benefit and Dread Disease and Funeral Cover)