Customer Service Agent - WORK FROM HOME OPPORTUNITY

Recruiter:

SA Commercial (Pty) Ltd

Job Ref:

CPT000177/GW

Date posted:

Friday, June 12, 2026

Location:

Cape Town, South Africa

Salary:

Monthly

SUMMARY:
Job Description
Customer Service Agent - WORK FROM HOME OPPORTUNITY (Out-of-Hours Contact Centre)
Location
Cape Town, South Africa

Employment Type: Shift-Based (Out-of-Hours Operations)
Operating Model: Work From Home

About the Role: We are seeking professional and customer-focused 1st Line Support Specialists to join our Contact Centre team. This role supports an international pest control client by handling inbound customer calls and converting enquiries into confirmed booking requests.
This is a fast-paced, service-driven role requiring excellent communication skills, accuracy, and the ability to perform efficiently during out-of-hours shifts.

Key Responsibilities

Answer inbound customer calls in a professional and empathetic manner
Accurately capture customer information and service requirements
Convert every inbound enquiry into a booking request
Complete and submit booking forms with all required details during or immediately after each call
Ensure all call-related administration is completed within 15 minutes of the call ending
Maintain a high level of data accuracy and attention to detail
Meet defined service level targets for speed and conversion
Use designated systems and tools to log and manage interactions
Deliver a consistent, high-quality customer experience at all times

Service Level Expectations

Answer 90% of inbound calls within 10 seconds
Convert each inbound call into a booking request
Ensure every call is answered
Complete booking documentation within 15 minutes of the end of the call

POSITION INFO:
Working Hours (UK Time Zone)
This role operates on an out-of-hours shift basis covering the following times:

Monday to Friday

00:00 – 07:30
18:30 – 23:59

Saturday

00:00 – 07:30
17:00 – 23:59

Sunday

00:00 – 09:30
17:00 – 23:59

Shifts will be scheduled within these timeframes. Candidates must be flexible and able to work overnight, weekend, and public holiday shifts as required.

Systems & Tools

Webex
Outlook
Internal booking and form system

Skills & Experience Required

Previous contact centre or customer service experience preferred
Strong verbal communication skills
Excellent listening skills and empathy
High level of accuracy and attention to detail
Ability to work efficiently under time pressure
Strong administrative and data-capturing skills
Comfortable working night shifts and weekends
Basic computer literacy and experience using communication platforms

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