Customer Excellence Agent

Brsk; Johannesburg; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A leading tech company is on the lookout for a Customer Excellence Agent in Johannesburg. This role involves managing customer interactions across support channels, ensuring responsiveness and satisfaction while working with a dynamic team. Ideal candidates will have experience in customer support, strong communication skills, and familiarity with ticketing systems. Join us to make a significant impact in a fast-paced setting that values customer experience.

Benefits

Monthly WFH and connectivity allowance

Dynamic team environment

Qualifications

• 2+ years in call centre or customer support.
• Experience in second-tier resolution or team leadership.
• Proven ability in managing live chat and social media interactions.

Responsibilities

• Manage outbound support tickets and resolve customer issues.
• Provide real-time assistance via live chat and social media.
• Collaborate with teams to escalate and resolve complex issues.

Skills

Communication

Problem Solving

Time Management

Tools

Ticketing Systems

CRM Tools

Social Media Management

Microsoft Office

Job description

Customer Excellence Agent

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, tech-driven environment where your communication skills and problem-solving abilities shine? We’re looking for a Customer Excellence Agent who will focus on outbound ticket management and live chat, ensuring our customers feel heard, supported, and valued—every step of the way.

The Role

As a key member of our Customer Excellence team, you’ll be the voice of brsk—resolving issues, offering guidance, and ensuring a seamless experience across all support channels. Your primary focus will be managing outbound support tickets, live chat interactions, and responding to customer queries.

Key Responsibilities

• Deliver a 24/7, 365-day support experience as part of a monthly shift roster.
• Manage and resolve outbound support tickets with empathy and efficiency.
• Provide real-time assistance via live chat, ensuring first-contact resolution.
• Monitor and respond to customer messages and comments across social media platforms (e.g., Facebook, Twitter/X, Instagram).
• Handle fault reporting across multiple channels: call centre, email, social media, and walk-ins.
• Collaborate with internal teams to escalate and resolve complex issues.
• Maintain accurate records and adhere to service level agreements (SLAs).

What You Bring

• 2+ years’ experience in a call centre or customer support environment.
• 1+ year in second-tier resolution, team leadership, or NOC support.
• Strong experience with ticketing systems, CRM tools and social media management.
• Proven ability to manage live chat and social media interactions with professionalism and brand voice.
• Excellent written and verbal communication skills.
• Strong time management, attention to detail, and a proactive mindset.
• Technical understanding of telecommunications and networking is a plus.

Tech & Tools

• Highly computer literate with experience using Microsoft Office.
• Comfortable working remotely with your own reliable laptop and strong internet connection (monthly WFH and connectivity allowance provided).

• Although this is a remote role, we would like you to meet with the other members of the Customer Experience and Support team for team meetings and training, therefore you will be based in or around Johannesburg.

Why Join brsk?

• Be part of a dynamic, customer-obsessed team.
• Make a real impact in a fast-growing tech company.

Ready to put customers at the heart of everything you do—across every channel?
Apply now and help us shape the future of customer experience at brsk.