CX Agent Durban Umhlanga

The Faculty Online Learning Group; Umhlanga Rocks; On-site; ZAR 180,000 - 300,000; Full time

Job summary

The Faculty Online Learning Group is seeking a detail-oriented CX Agent to support customers across phone, email and live chat in a fast-paced, compliance-driven environment.

You will handle inquiries, resolve cases, and ensure accurate information delivery while maintaining empathy and high-quality service during US hours (EST & PST). Collaboration with internal teams is required to meet SLAs.

Qualifications

• 3+ years of experience in a customer service role.
• Strong written and verbal English skills.
• Experience handling sensitive or compliance-driven queries.
• Ability to manage multiple channels simultaneously (email/chat/phone).
• Proficient in using CRM systems and handling case management workflows.

Responsibilities

• Handle inbound and outbound customer interactions via voice, email, and chat.
• Manage and resolve cases.
• Accurately capture and update customer information in internal systems.
• Provide clear, empathetic, and compliant communication to customers.
• Meet daily productivity targets while maintaining high-quality standards.
• Ensure all queries are resolved within SLA timelines.
• Collaborate with internal teams to escalate and resolve complex cases.

Skills

Customer service experience

English communication

Multi-channel support

CRM systems

Attention to detail

Compliance-driven queries

Job description

About The Role

We are seeking detail-oriented and customer-focused CX Agents to join our growing team. In this role, you will assist customers with queries related to the various product and service offerings across multiple channels, including phone, email, and live chat.

You will play a critical role in delivering accurate information, resolving complex cases, and ensuring a seamless customer experience for individuals navigating sensitive and often time-critical situations.

Working Hours: US Hours

Key Responsibilities

• Handle inbound and outbound customer interactions via voice, email, and chat
• Manage and resolve cases
• Accurately capture and update customer information in internal systems
• Provide clear, empathetic, and compliant communication to customers
• Meet daily productivity targets while maintaining high-quality standards
• Ensure all queries are resolved within SLA timelines
• Collaborate with internal teams to escal and resolve complex cases

Requirements

• Minimum 3 years’ experience in a customer service role (insurance or healthcare experience advantageous)
• Strong written and verbal English skills (neutral accent essential for voice support)
• Experience handling sensitive or compliance-driven queries is highly beneficial
• Ability to manage multiple channels simultaneously (email/chat/phone)
• Attention to detail and strong administrative skills
• Comfortable working US hours (EST & PST)
• Proficient in using CRM systems and handling case management workflows

Key Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving ability
• Empathy and professionalism in handling sensitive cases
• Time management and the ability to work under pressure
• Adaptability in a fast-paced, process-driven environment