Customer Experience (CX) Agent – Onsite (Omnichannel Support)
Location: Cape Town (CBD)
Full-Time Scheduled between 8am - 9pm EST (rotational schedules) (15h00 - 00h00 SAST)
Gross Salary: R11,000–R13,000/month
Role Overview
The CX Agent will provide real-time support to customers across voice, chat, and email, resolving inquiries with accuracy, empathy, and professionalism. You will follow established guidelines, meet SLAs, and contribute to a consistently exceptional customer experience. This role is ideal for someone detail-oriented, curious, and eager to learn in a fast-paced environment.
Key Responsibilities
Deliver timely, professional support across phone, chat, and email.
Investigate and resolve customer issues thoroughly and in line with policies and SLAs.
Maintain high customer satisfaction through clear communication and timely follow-ups.
Escalate priority issues according to defined processes.
Share feedback on tools and workflows to improve customer service quality.
Complete periodic knowledge assessments on products, processes, and policies.
Participate in team meetings, training, and client update sessions.
Qualifications
Matric certificate required; Bachelor’s degree or equivalent qualification preferred.
Excellent written and verbal communication skills.
Minimum 1 year of customer experience in any setting (retail, call center, hospitality, etc.).
Strong computer proficiency.
Experience in voice, chat, or email support is an advantage.
Typing speed of 45+ WPM with high accuracy.
Excellent written and verbal communication skills.
Desired Attributes
High empathy and strong customer-focused mindset.
Excellent attention to detail and accuracy.
Ability to follow structured guidelines and processes.
Strong organization and time management skills.
Comfortable working independently and in a team.
Familiarity with tools like Zendesk or Intercom is a plus.
What We Offer
Competitive compensation and benefits.
Opportunities for growth and skill development.
A collaborative, supportive work environment.
