Swati-Speaking Customer Service Advisor | Inbound Calls

Surgo PTY Ltd; Cape Town; On-site; ZAR 96,000 - 116,000; Part time

Job summary

Surgo (Pty) Ltd on behalf of a Century City client in Cape Town is seeking a Swati-speaking Customer Service Advisor to handle inbound inquiries and deliver first‑class service. You will identify customer needs, provide product information, and resolve issues within the in‑house CRM system.

The role requires Grade 12, fluency in Swati and English, MS Office proficiency, a clear criminal record, and immediate availability.

Qualifications

• Passed Grade 12
• Fluent in Swati (Read, Write, Speak)
• Fluent in English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record
• Available immediately
• Own transport (Advantageous)

Responsibilities

• Answer call and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in‑house operating system
• Complete call logs and reports
• Assisting irate members and elevate when required to senior agents'/team leader
• Ensure own productivity levels are maintained, and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM systems
• Adhere to and support Company policies and practices
• Ensure that cases are reviewed and actioned
• Monitor Average Handling Time in line with standards
• Adhere to work schedule / occupancy and monitoring workflow
• Ensure that SLA is adhered to and cases to be completed in agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes

Skills

Communication skills

Solution oriented

Problem solving

Self-motivation

Adaptability

Flexibility

Resilience

Adaptive thinking

Team player

Organisational skills

Education

Grade 12

Tools

MS Office

Job description

Surgo (Pty) Ltd on behalf of a Century City client in Cape Town is seeking a Swati-speaking Customer Service Advisor to handle inbound inquiries and deliver first‑class service. You will identify customer needs, provide product information, and resolve issues within the in‑house CRM system.

The role requires Grade 12, fluency in Swati and English, MS Office proficiency, a clear criminal record, and immediate availability.