Remote CX Specialist – First-Line Customer Support

EdUpStairs; Cape Town; Remote; ZAR 296,000 - 494,000; Full time

Job summary

EdUpStairs invites applications for a Customer Service Agent to act as the first point of contact for clients. The role focuses on quality customer care, matching customer needs to suitable products and services, and achieving KPIs.

The position requires Matric and 6 months call centre experience is advantageous. You will handle inquiries across voice, chat, email and social media, while maintaining professional and positive interactions.

Qualifications

• Matric required; 6 months call centre experience advantageous.
• Experience in handling customer queries via multiple channels.
• Strong communication and interpersonal skills mandatory.

Responsibilities

• Receives and makes customer contacts through voice calls, chat, email and social media, delivering a first class service.
• Uses customer experience skills to resolve queries with exceptional service.
• Resolves complaints by taking ownership and providing solutions through appropriate channels.
• Completes data capture and logs with high accuracy.
• Escalates complex cases as needed.
• Identifies customer requirements and proactively delivers solutions.
• Promotes brand values and product knowledge during interactions.
• Keeps up-to-date with campaign/account information and product changes.
• Manages personal attendance, holidays, sickness and lateness.
• Adheres to governance and regulatory requirements relevant to the role.
• Contributes to continuous improvement in customer experience.

Skills

Customer service

Multichannel support

Communication skills

Education

Matric

Job description

EdUpStairs invites applications for a Customer Service Agent to act as the first point of contact for clients. The role focuses on quality customer care, matching customer needs to suitable products and services, and achieving KPIs.

The position requires Matric and 6 months call centre experience is advantageous. You will handle inquiries across voice, chat, email and social media, while maintaining professional and positive interactions.