Customer Support Agent

Customer Support Agent A job opportunity exists for the right candidate in Richmond Employment Type: Permanent Reference No: 1226014 Location: Richmond Remuneration Starting Date 2026/09/21 PLEASE NOTE - Closing date: 2026/09/28 Job Summary Handles inbound/outbound queries received on omnichannel (calls, WhatsApp, Live-Chat & Emails from clients giving out relevant information and providing excellent customer service to clients. Minimum Criteria Required Grade 12 or relevant NQF level 4 qualification Experience 1-2 Yrs Relevant Working Experience Relevant Job Knowledge Computer literate Industry and Organisation Knowledge Key Performance Areas • Handles high-volume inbound interactions across all omnichannels (i.e. calls, WhatsApp, Live-Chat, email and other digital channels) • Deliver accurate, consistent information aligned to SOPs and approved knowledge bases • Drive First Contact Resolution (FCR) • Escalates priority issues, logs and routes interactions correctly, and conducts follow ups to enhance customer satisfaction and retention. • Performs administrative duties, meets quality and statistical requirements, and protects patient confidentiality at all times, ensuring full compliance with QA standards, and company operational procedures while maintaining a customer-centric approach • Consistently adheres to schedules to ensure that SLAs are met • Consistently meets or exceeds customer support objectives and performance targets, while remaining flexible and proactive in providing ad hoc support where required to ensure seamless, customer-centric service delivery Competencies Analytical skill Assertiveness Attention to detail Deadline orientated Ethical behaviour Planning and Organising Stress management Sustained attention (focus) Customer Centricity Omni-channel communication skills Special Requirements LANCET