Inbound Call Handler - Remote Support Agent

Mashreq Bank; South Africa; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A leading technology service provider in South Africa is seeking a highly motivated Inbound Call Handler for its Remote Support team. This role involves providing customer support, troubleshooting technical issues, and maintaining records of interactions. Ideal candidates will have strong communication skills and a year of experience in customer service. The position offers a flexible shift-based schedule and the opportunity to work in a collaborative and supportive environment.

Benefits

Competitive salary and performance bonuses

Paid time off and flexible scheduling

Opportunities for career advancement

Qualifications

• 1+ year of experience in customer service or call center.
• Ability to multitask and manage time effectively.
• Strong competency in troubleshooting software.

Responsibilities

• Answer inbound customer calls and respond to inquiries.
• Troubleshoot technical issues and guide users.
• Maintain accurate records of customer interactions.

Skills

Verbal communication

Problem-solving

Active listening

Education

High school diploma or equivalent

Associate or bachelor's degree

Tools

CRM software

Ticketing systems (e.g., Zendesk, Salesforce)

Job description

Job Summary

Progressive Technology is seeking a highly motivated and customer-focused Inbound Call Handler to join our Remote Support team. As a Remote Support Agent, you will serve as the first point of contact for customers, providing prompt and professional support for a variety of inquiries. This role is ideal for someone who is tech-savvy, a great communicator, and thrives in a fast-paced, customer-driven environment. You will be responsible for ensuring each customer feels valued and supported while helping resolve their issues efficiently.

Key Responsibilities

• Answer inbound customer calls and respond to inquiries in a courteous and professional manner.

• Troubleshoot technical issues, guide users through problem-solving steps, and escalate complex problems when necessary.

• Maintain accurate and detailed records of customer interactions using internal CRM tools.

• Follow company scripts and protocols to ensure quality service and compliance.

• Meet or exceed performance targets including response time, resolution rate, and customer satisfaction.

• Collaborate with internal departments to resolve customer concerns and improve service delivery.

• Stay up-to-date with product knowledge, policies, and system updates.

Required Skills and Qualifications

• High school diploma or equivalent; associate or bachelors degree is a plus.

• Excellent verbal and written communication skills.

• Strong active listening and problem-solving abilities.

• Competency in using remote communication tools, CRMs, and basic troubleshooting software.

• Ability to multitask, prioritize tasks, and manage time effectively in a remote setting.

• A quiet, distraction-free home working environment with a reliable internet connection.

Experience

• 1+ year of experience in a customer service or call center role, preferably in a remote environment.

• Previous technical support or helpdesk experience is highly desirable.

• Experience using ticketing systems and CRMs (e.g., Zendesk, Salesforce) is an advantage.

Working Hours

• Full-Time: 40 hours per week

• Shift-based schedule between 8:00 AM and 10:00 PM (Monday to Sunday)

• Flexibility to work weekends and holidays as needed

Knowledge, Skills, and Abilities

• Knowledge of standard customer service practices and call center operations.

• Familiarity with computer hardware, software, and networking fundamentals.

• Ability to remain calm and empathetic under pressure.

• Self-motivated, reliable, and able to work independently without constant supervision.

• Eagerness to learn and adapt to new technologies and processes.

Benefits

• Competitive salary and performance bonuses

• Paid time off and flexible scheduling

• Opportunities for career advancement and skill development

• Remote work with all necessary tools and equipment provided

• Supportive and inclusive company culture

• Access to wellness programs and virtual team activities

Why Join Progressive Technology?

At Progressive Technology, we are passionate about delivering exceptional customer service through innovative support solutions. We believe in empowering our team with the tools and training they need to succeed, while fostering a culture of collaboration, respect, and continuous learning. As a remote-first company, we offer the flexibility you need to balance work and life, all while being part of a forward-thinking tech environment.

How to Apply

Ready to take the next step in your remote career? Submit your application by clicking the Apply Now button on our careers page or send your resume and a brief cover letter to us with the subject line: Remote Support Agent Application. We look forward to hearing from you!