Role Qualifications and Experience
• Matric (Grade 12) is essential.
• Ability to multitask and work effectively in a fast-paced environment.
• Must be willing to work flexible shifts, including weekdays and weekends.
• Suitable for students who are able to commit to the required working hours.

Working Hours
• Flexible scheduling based on operational requirements.
• Shifts will be weighted to weekends
• This is a night shift/USA role.

Job Objectives
• Strive to achieve First Call Resolution (FCR) while maintaining exceptional service quality.
• Respond to customer inquiries promptly, professionally, and accurately.
• Use active listening skills to understand customer needs and provide appropriate solutions.
• Remain calm and professional when handling challenging or escalated customer interactions.
• Escalate or transfer customer queries to the appropriate department when necessary.
• Achieve all campaign Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards.
• Maintain accurate customer records and documentation using the required systems and tools.
• Effectively utilise all required software, reports, and applications.
• Participate in training and continuously develop product knowledge and technical skills.
• Adhere to all company policies, procedures, and compliance requirements.

Required Skills
• Exceptional verbal and written communication skills.
• Excellent interpersonal skills , with active listening , empathy and problem solving
• Proficiency in computer systems and the ability to navigate multiple applications.
• Strong time management and organizational skills.
• Ability to multitask while maintaining accuracy and attention to detail.

Role Competencies
• Excellent command of spoken and written English.
• Strong English reading comprehension.
• Basic computer literacy.
• High attention to detail.
• Strong written communication skills.
• Willingness to learn and adapt.
• Customer-focused with a positive attitude.
• Successfully meet all recruitment screening and English assessment requirements.

Additional Information
• This is a flexi/casual position created specifically to provide additional support coverage during
weekends, after-hours, and other peak or high-volume periods.
• There is no guaranteed minimum number of hours; shifts are allocated based on operational demand
and business requirements.
• Shift rosters will be communicated in advance, with reasonable notice given wherever possible.

We endeavour to provide feedback to all candidates whenever possible. However, should you not receive a
response within 14 days of the closing date, please consider your application unsuccessful.
All appointments will be made in accordance with the Group Employment Equity Plan.
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