Virtual Customer Experience Agent - Call Center WFH

Mashreq Bank; South Africa; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A customer service-focused technology firm is seeking a Virtual Customer Experience Agent to provide exceptional service in a remote environment. Responsibilities include handling customer inquiries and resolving issues, requiring strong communication and problem-solving skills. This role offers competitive pay and the flexibility to work from home, alongside benefits such as health insurance and professional development opportunities.

Benefits

Competitive hourly pay + performance incentives

Comprehensive health, dental, and vision insurance

Paid time off and holidays

401(k) retirement plan with company match

Work-from-home flexibility

Qualifications

• 1+ years in a customer service or call center role, preferably virtual.
• Comfortable navigating multiple systems and tools.
• Ability to manage time effectively in a remote environment.

Responsibilities

• Answer incoming calls, emails, and chat inquiries from customers.
• Assist with product/service information and troubleshoot issues.
• Document all interactions in the CRM system.

Skills

Excellent verbal and written communication skills

Strong active listening and problem-solving abilities

Tech-savvy

Ability to work independently

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Job description

Job Summary

At Progressive Technology, we are driven by a commitment to innovation, excellence, and customer satisfaction. We are seeking a Virtual Customer Experience Agent to join our dynamic remote call center team. In this role, you will serve as the first point of contact for our valued customers, handling inquiries, resolving issues, and delivering exceptional service experiences. You will represent our brand with professionalism, empathy, and a passion for helping others—all from the comfort of your home.

Key Responsibilities

• Answer incoming calls, emails, and chat inquiries from customers in a timely and professional manner

• Assist with product/service information, billing inquiries, account updates, and troubleshooting

• Resolve customer issues effectively while maintaining high levels of customer satisfaction

• Escalate complex concerns to the appropriate internal teams when necessary

• Document all interactions in the CRM system accurately and thoroughly

• Meet or exceed performance metrics including call quality, response time, and customer satisfaction

• Participate in team meetings, coaching sessions, and continuous learning activities

• Uphold company policies, values, and customer service standards

Required Skills and Qualifications

• High school diploma or equivalent (Associate or Bachelors degree is a plus)

• Excellent verbal and written communication skills

• Comfortable navigating multiple systems and tools simultaneously

• Strong active listening and problem-solving abilities

• Tech-savvy with the ability to troubleshoot basic hardware/software issues

• Ability to work independently and manage time effectively in a remote environment

• A quiet, distraction-free home workspace with reliable internet connection

Experience

• Minimum of 1 year in a customer service, call center, or related support role (virtual experience preferred)

• Experience handling high call volumes and working in fast-paced environments

• Previous experience with CRM systems like Salesforce, Zendesk, or similar is advantageous

Working Hours

• Full-time, 40 hours per week

• Flexible shifts available including evenings, weekends, and holidays (based on business needs)

• Must be available for initial virtual training (2-3 weeks)

Knowledge, Skills, and Abilities

• Customer-centric mindset with a commitment to quality service

• Empathy and patience in handling customer interactions

• Ability to adapt quickly to new technologies, tools, and processes

• Proficient in Microsoft Office and common digital communication platforms

• Positive attitude, teamwork spirit, and a continuous improvement mindset

Benefits

• Competitive hourly pay + performance incentives

• Comprehensive health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• 401(k) retirement plan with company match

• Professional development and advancement opportunities

• Employee assistance program (EAP)

• Work-from-home flexibility with company-provided equipment

Why Join Progressive Technology?

At Progressive Technology, we believe in the power of connection—between people, ideas, and innovation. Our remote-first culture empowers our team to thrive no matter where they are. You will be part of a supportive, forward-thinking organization that values your growth, encourages your ideas, and celebrates your wins. Join us in reshaping customer experience for the digital age—while enjoying work-life balance and professional development from home.

How to Apply

Ready to start your remote journey with us? Apply now by submitting your resume and a brief cover letter outlining your customer service experience and remote readiness.
Click here to apply or visit our careers page.

Progressive Technology is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.