USA Customer Service Advisor - (Umhlanga)

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 167,000 - 279,000; Full time

Benefits offered by this job

Performance incentives

Tenure bonuses

Continuous service rewards

Attendance perks

Breakfast Mondays

Dignity packs

Career development

People-centric culture

Job summary

Huntswood Group in Durban, South Africa is seeking an experienced customer service agent to deliver exceptional support during live calls for online orders and inquiries. You will resolve issues on the spot, track orders, handle returns or cancellations, and provide accurate information across multiple systems.

The role requires empathy, adaptability, and at least 1 year of international omni-channel service experience, with USA or Australian campaigns being a plus.

Qualifications

• Minimum 1 year international customer service experience on an Omni-channel campaign dealing with end-to-end queries.
• USA or Australian campaign experience is advantageous
• Ability to navigate approximately 15-20 systems/tools

Responsibilities

• Assist customers who need help with online orders and general inquiries (Retail).
• Handle calls ranging from placing, tracking orders to processing returns or cancellations and checking delivery status.
• Resolve issues during the call with clear documentation across systems.
• Communicate policies, delays, or product issues professionally, even when delivering difficult news.
• Maintain accuracy and strong documentation; participate in regular coaching sessions to improve service.

Skills

Omni-channel support

International experience

Empathy

Adaptability

Tools

CRM systems

Order management

Job description

Job Description

Be the Voice That Delivers Exceptional Customer Experiences !!!

Turn frustrating moments into positive experiences. Join a team where every interaction is an opportunity to make customers feel heard, supported, and valued.

What You’ll Be Doing

• Assisting customers who need help with their online orders and general inquiries. (Retail)
• Handling a wide range of calls everything from placing, tracking orders to processing returns or cancellations, checking delivery status to handling issues like delays, defects, or damaged items.
• There are no follow-ups, so it’s all about resolving the issue during the call
• Navigate multiple systems to research order details, resolve issues, and provide accurate, up-to-date information.
• Communicate policies, delays, or product issues with professionalism and care even when delivering difficult news.
• Stay focused and positive while handling back-to-back calls, maintaining accuracy and strong documentation throughout .
• Participate in regular coaching sessions and apply feedback to improve customer service skills

What We’re Looking For

• Someone who brings empathy, confidence, and flexibility to their work, and is motivated to create a smooth, supportive experience for every customer.
• Minimum of One-year international customer service experience on an Omni channel campaign dealing with end-to-end queries.
• USA or Australian campaign experience is advantageous
• Ability to navigate approximately 15-20 systems/tools

Work Times

US hours (must be flexible to work rotational shifts aligned to US time zones)

Why you will love working with us!

At Huntswood, people come first. We invest in you, celebrate your wins and reward your commitment because when you shine our customers feel it.

Enjoy Benefits That Truly Matters

• Performance based incentives
• Tenure recognition bonuses
• Continuous service rewards
• Attendance based perks
• Breakfast every Monday
• Dignity packs
• Growth and career development programmes
• A collaborative, positive, people centric culture.

Core Behaviours

Deliver WOW!

• Own it — take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create “WoW” moments for your customers every time.

Servant Leadership

• Enable and empower all employees.
• Our people are at the heart of our success.
• Do the right thing
• Be Empathetic
• Be respectful to everyone, always
• Act with integrity, even when no one is looking.

Winning Mindset

• Bring your A‑game every day.
• Passion is contagious- work everyday like it is your first day on the job.

Strive for Greater

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

It’s not just about what we do, but how we do it — our behaviours are what make us special.