Overview
Customer Service Agent Jobs in South Africa at Remote Choice
Title: Customer Service Agent
Company: Remote Choice
Location: South Africa
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.
