Customer Service Agent – CXP (Part of Huntswood Group)
Company: Huntswood Group
Position: Customer Service Agent
Location: Durban, KwaZulu-Natal
Employment Type: Full-Time
Work Arrangement: Onsite
Industry: Customer Service / Contact Centre
Job Overview
CXP, now part of the Huntswood Group, is currently seeking enthusiastic, customer-focused individuals to join their team as Customer Service Agents in Durban, KwaZulu-Natal. This opportunity is ideal for individuals who enjoy helping people, solving problems, and creating positive customer experiences through professional and efficient communication.
The successful candidate will be responsible for assisting customers with online orders and general enquiries, ensuring that every interaction leaves customers feeling heard, supported, and valued. This role requires strong communication skills, empathy, confidence, and the ability to remain calm and positive while handling a variety of customer situations.
As a Customer Service Agent, you will act as the voice of the company by managing customer interactions from start to finish. The focus of the role is to resolve customer queries during the first interaction by providing accurate information, solving problems efficiently, and ensuring a smooth customer journey.
This position requires individuals who are comfortable working in a fast-paced contact centre environment, handling multiple customer conversations, navigating different systems, and maintaining high service standards. The successful candidate will contribute towards delivering exceptional customer experiences while representing the company’s values and commitment to service excellence.
Key Responsibilities
Customer Support and Query Resolution
The main responsibility of the Customer Service Agent is to assist customers with their online shopping experiences and resolve any issues they may face.
Duties include:
- Assisting customers with online orders and general enquiries.
- Handling customer calls relating to:
- Placing orders.
- Tracking deliveries.
- Processing returns.
- Managing cancellations.
- Checking delivery updates.
- Resolving issues relating to delays, damaged products, or defective items.
- Providing accurate information and solutions during each customer interaction.
- Ensuring customer concerns are resolved effectively without the need for follow-ups.
- Creating positive customer experiences by demonstrating patience, professionalism, and understanding.
The successful candidate must be able to listen carefully, identify customer needs, and provide solutions that meet both customer expectations and company guidelines.
System Navigation and Documentation
Customer Service Agents will be required to use multiple systems and tools to research information and resolve customer queries.
Responsibilities include:
- Navigating approximately 15–20 systems and platforms.
- Researching order information and customer details.
- Providing accurate and up-to-date information.
- Recording customer interactions correctly.
- Maintaining detailed and accurate documentation.
- Following company procedures when processing customer requests.
Strong computer skills and the ability to learn new systems quickly are important for success in this role.
Professional Communication
The role requires excellent communication skills, especially when handling challenging conversations.
Duties include:
- Communicating company policies and procedures clearly.
- Explaining delays, product issues, or service limitations professionally.
- Delivering difficult information with empathy and understanding.
- Maintaining a positive attitude during high-volume call periods.
- Ensuring every customer interaction reflects excellent service standards.
The ideal candidate should be confident communicating with different types of customers and able to maintain professionalism under pressure.
Coaching and Development
CXP and Huntswood Group are committed to employee growth and continuous improvement.
Responsibilities include:
- Participating in regular coaching sessions.
- Applying feedback to improve customer service performance.
- Developing communication and problem-solving skills.
- Continuously improving service delivery.
Employees are encouraged to take ownership of their development and actively contribute to improving customer experiences.
Minimum Requirements
Applicants should meet the following requirements:
- Minimum of one year’s international customer service experience.
- Experience working on an omnichannel campaign handling end-to-end customer queries.
- USA or Australian campaign experience will be advantageous.
- Ability to work with multiple systems and digital tools.
- Strong communication skills.
- Ability to work rotational shifts aligned with US working hours.
The successful candidate must be flexible and willing to work according to operational requirements, including US time-zone shifts.
Skills and Personal Attributes
The ideal candidate should demonstrate:
- Empathy and understanding when dealing with customers.
- Confidence and professionalism.
- Strong problem-solving abilities.
- Ability to work independently and as part of a team.
- Positive attitude and willingness to learn.
- Strong attention to detail.
- Reliability and accountability.
- Ability to remain focused while handling back-to-back customer interactions.
Huntswood values employees who take ownership, deliver excellent service, and consistently look for ways to improve.
Company Culture and Benefits
At Huntswood, employees are considered central to the organisation’s success. The company focuses on creating a supportive, people-centred environment where employees are recognised, rewarded, and encouraged to grow.
Benefits and opportunities include:
- Performance-based incentives.
- Tenure recognition bonuses.
- Continuous service rewards.
- Attendance-based perks.
- Weekly Monday breakfast.
- Dignity packs.
- Career development programmes.
- A collaborative and positive workplace culture.
The organisation promotes behaviours based on delivering exceptional service, taking responsibility, showing empathy, acting with integrity, and continuously striving for improvement.
About the Opportunity
The Customer Service Agent role offers an opportunity to develop valuable experience within the customer experience and contact centre industry. Successful candidates will gain exposure to international customer service standards while developing skills in communication, problem-solving, technology use, and customer relationship management.
If you are passionate about helping people, enjoy solving problems, and want to be part of a team that values growth and excellent service, this opportunity with CXP and Huntswood Group could be the right fit for you.
Applicants who meet the requirements and are ready to deliver outstanding customer experiences are encouraged to apply and become part of a team where every interaction makes a difference.