Customer Experience Advisor — Resolve & Delight

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 167,000 - 279,000; Full time

Benefits offered by this job

Performance incentives

Tenure bonuses

Continuous service rewards

Attendance perks

Breakfast Mondays

Dignity packs

Career development

People-centric culture

Job summary

Huntswood Group in Durban, South Africa is seeking an experienced customer service agent to deliver exceptional support during live calls for online orders and inquiries. You will resolve issues on the spot, track orders, handle returns or cancellations, and provide accurate information across multiple systems.

The role requires empathy, adaptability, and at least 1 year of international omni-channel service experience, with USA or Australian campaigns being a plus.

Qualifications

• Minimum 1 year international customer service experience on an Omni-channel campaign dealing with end-to-end queries.
• USA or Australian campaign experience is advantageous
• Ability to navigate approximately 15-20 systems/tools

Responsibilities

• Assist customers who need help with online orders and general inquiries (Retail).
• Handle calls ranging from placing, tracking orders to processing returns or cancellations and checking delivery status.
• Resolve issues during the call with clear documentation across systems.
• Communicate policies, delays, or product issues professionally, even when delivering difficult news.
• Maintain accuracy and strong documentation; participate in regular coaching sessions to improve service.

Skills

Omni-channel support

International experience

Empathy

Adaptability

Tools

CRM systems

Order management

Job description

Huntswood Group in Durban, South Africa is seeking an experienced customer service agent to deliver exceptional support during live calls for online orders and inquiries. You will resolve issues on the spot, track orders, handle returns or cancellations, and provide accurate information across multiple systems.

The role requires empathy, adaptability, and at least 1 year of international omni-channel service experience, with USA or Australian campaigns being a plus.