Job Description
About the Role
We are seeking an experienced Customer Service Agent to join our team in Johannesburg, responsible for providing exceptional support to UK customers via inbound and outbound calls and emails, ensuring compliance with FCA regulations and delivering high-quality service.
Key Responsibilities
- Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
- Validate customer information and supporting evidence to ensure accurate case handling
- Maintain accurate, detailed records in Salesforce CRM for all interactions
- Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
- Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
- Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
- Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
- Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
- Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
- Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
- Assist with training refreshers or knowledge sharing sessions for peers
- Ensure confidentiality and data protection in line with UK regulations
Requirements
- Matric Certificate with English D result or better
- Experience in customer service, collections, or financial services
- 2 Years of relevant experience
- B2-level English proficiency (spoken and written)
- Strong written communication skills for email correspondence
- Comfortable working UK operating hours
Qualifications
None specified
Salary & Benefits
Attractive salary and benefits such as Medical Aid, Retirement and risk benefits.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in Gauteng
The customer service and support industry is a common field of employment in Gauteng, South Africa, with many companies across various sectors requiring professionals to provide assistance to customers via phone, email, social media, or in-person. Typically, these roles are found in the technology industry, financial services sector, and manufacturing sector, where companies need to offer customer support to their clients and customers.
Generally, salaries for customer service representatives in Gauteng range from R300 000 to R600 000 per annum, depending on factors such as experience, company size, and industry sector. However, it’s essential to note that these salary ranges are broad and can vary widely. For example, entry-level positions may start at the lower end of this range, while senior roles or those in larger companies may command higher salaries.
Common skills required for customer service representatives include strong communication and problem-solving abilities, a positive attitude, and the ability to work under pressure. Other essential skills typically needed for this type of role include technical skills such as proficiency in CRM software, familiarity with industry-specific terminology, and the ability to adapt to new systems and processes. Typically, companies also look for customer service representatives who are empathetic, patient, and able to handle complex situations.
In terms of industry sectors, financial services sector, technology industry, and manufacturing sector are common employers of customer service representatives. These roles can provide a solid foundation for career development, with opportunities to move into senior positions or transition into related fields such as account management or sales.
For those looking to start or advance their careers in customer service, it’s essential to consider ongoing training and development opportunities. Many companies offer internal training programs or partner with external providers to upskill employees. Typically, career progression paths for customer service representatives may involve moving into team leader or manager roles, or transitioning into related fields such as sales or account management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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