CX Agent Durban Umhlanga

The Faculty; Umhlanga Rocks; On-site; ZAR 134,000 - 201,000; Full time

Job summary

The Faculty is seeking detail-oriented CX Agents to join our growing team in Umhlanga. You will assist customers with queries across phone, email, and live chat, delivering accurate information and resolving complex cases with empathy and compliance.

You will play a critical role in ensuring a seamless customer experience for individuals navigating sensitive situations, while meeting daily productivity targets and SLAs.

Qualifications

• 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.

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 collaborate and resolve complex cases

Skills

Strong written and verbal English

Attention to detail

Customer-focused

Excellent communication

Tools

CRM systems

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 collaborate 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