Call Handler & Customer Service Agent

The Legends Agency; Cape Town; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A remote service provider for UK initiatives is seeking a Call Handler & Customer Service Agent. You will support energy efficiency programs by managing calls and verifying customer eligibility. The ideal candidate has customer service experience, clear English pronunciation, and excellent attention to detail. This full-time role requires availability during UK business hours (Mon-Fri, 8am-5pm).

Qualifications

• Minimum 1-2 years of call-handling or customer service experience.
• Clear, neutral English pronunciation required.
• Strong attention to detail and high accuracy in recording data.

Responsibilities

• Manage inbound and outbound calls for energy efficiency programs.
• Verify customer eligibility and collect supporting documentation.
• Schedule and confirm survey appointments, reducing no-shows.

Skills

Call handling

Customer service

Attention to detail

Interpersonal communication

CRM systems

Job description

Overview

Call Handler & Customer Service Agent

Support UK Government Energy Efficiency Programs from South Africa, Fully Remote

Customer Service | R15 500 - R19 000 | UK Hours (Mon-Fri, 8am-5pm)

About Our Client

Our client is a specialist service provider supporting major UK government initiatives in energy efficiency. Focused on reducing carbon emissions and alleviating fuel poverty, they play a critical role in delivering the ECO4 and GBIS schemes. With a dynamic remote team based in South Africa, they offer meaningful, long-term career opportunities for professionals looking to make an impact while working UK business hours.

The Role

Call Handler & Customer Service Agent: you will support UK-based energy efficiency programs by managing inbound and outbound calls, verifying customer eligibility, and coordinating surveys and installations. This role is ideal for someone who thrives in a detail-oriented, service-driven environment with a focus on delivering measurable outcomes.

Key Responsibilities

• Contact and qualify inbound and outbound leads for the ECO4 and GBIS schemes
• Verify customer eligibility and collect supporting documentation (e.g., benefits, health, EPC)
• Record all interactions and verification steps accurately in the CRM
• Schedule and confirm survey appointments, reducing no-shows through follow-up calls
• Coordinate closely with the ECO Manager and installation partners
• Maintain clear and professional communication with customers throughout the process
• Meet KPIs on lead conversion, call volume, and appointment scheduling
• Provide regular updates to the ECO Manager on lead progress and challenges
• Stay informed on evolving ECO and GBIS criteria and policy updates

About You

• Minimum 1-2 years of call-handling or customer service experience
• Clear, neutral English pronunciation (no accent)
• Strong attention to detail and high accuracy in recording data
• Confident communicator with excellent interpersonal skills
• Organised and able to manage multiple leads and appointments
• Comfortable using CRM systems and digital tools
• Fast learner, willing to gain industry knowledge (ECO & GBIS training provided)
• South African citizen with remote work setup and ability to work UK business hours
• This is a full-time remote position requiring availability during UK hours (8am-5pm, Mon-Fri). Candidates must have professional, accent-neutral spoken English and a strong service mindset.