Empathetic CX Specialist (US Hours)

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

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.