Senior Customer Service Representative – Nights

TTEC; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

On-site in Cape Town

PTO / paid time off

Tuition reimbursement

Health and wellness incentives

Global team

Job summary

TTEC in Cape Town, South Africa, is seeking a Senior Customer Service Representative to deliver compassionate, professional support on site. You will handle escalated healthcare queries, research issues, and provide accurate answers with empathy for customers across channels.

You’ll support US customers with flexible shifts, collaborate with a global team, and contribute to a culture of exceptional service and continuous learning. A strong customer focus and clear communication are essential.

Qualifications

• Matric/NQF Level 4 is mandatory.
• South African citizenship or permanent residency required.
• Basic computer skills and ability to navigate multiple systems.
• Demonstrated empathy and desire to help customers.
• Ability to remain calm and professional in high-pressure situations.

Responsibilities

• Resolve escalated or complex customer calls related to healthcare questions.
• Research to provide accurate answers and resolve issues.
• Answer incoming communications with empathy from customers.
• Support US-based customers with shifts that may end at midnight local time.

Skills

Empathy

Active listening

Communication

Problem solving

Calm under pressure

Conflict resolution

Education

Matric/NQF Level 4 (mandatory) and SA citizenship or permanent residency

Job description

Senior Customer Service Representative – Cape Town, South Africa

Working on site in Cape Town, South Africa, you’ll be part of creating and delivering amazing customer experiences.

What You’ll Do

You are the person everyone turns to for advice. You have a track record in empathetic, people‑service industries such as hospitality, healthcare, or non‑profits. You are passionate about helping others and giving them peace of mind. In this role you will own the resolution of escalated or complex calls from customers who need support with crucial healthcare questions and concerns.

During a Typical Day, You’ll

• Answer incoming communications with sincere empathy from customers on diagnostic imaging, life‑care solutions, surgical or biomedical services
• Conduct research to provide accurate answers and resolve customer issues
• Work shifts designed to support U.S. customers, which may end as late as midnight local time

What You Bring To The Role

• Matric/NQF Level 4 (mandatory) and South‑African citizenship or permanent residency
• Highly patient and empathetic, with a strong desire to make a difference and an attentive listening ability that reflects genuine understanding and compassion when addressing customer concerns
• Basic computer skills, including the ability to navigate multiple systems
• Commitment to delivering a positive customer experience and a high standard of patient care
• Ability to remain calm, professional, and solution‑oriented in high‑pressure or emotionally sensitive situations
• Ability to educate customers on healthcare products, services, benefits, or treatment pathways clearly and confidently
• Strong conflict‑resolution skills and the ability to de‑escalate difficult conversations
• Self‑motivated and dependable, demonstrating a strong work ethic, accountability, and a proactive commitment to continuous learning and improvement

What You Can Expect

• Transport provided in line with company and client requirements
• Leadership supportive of your career and professional development
• An inclusive culture and community‑minded organization that encourages giving back
• A global team of curious lifelong learners guided by company values
• A healthy benefits package that may include PTO, tuition reimbursement, health and wellness incentives

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to succeed throughout your career. From your first day in training, through individualized webcam‑enabled coaching and millions of free courses, we support your growth wherever it may take you. You bring a caring and supportive nature that shines through as you help customers, and the TTEC community is here for you as a dynamic, global family.

Job

Customer Care Representative

Equal Employment Opportunity

TTEC is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve by delivering exceptional service, technology, and humanity.