Customer Service Advisor (USA) – Durban
Company: Huntswood
Position: Customer Service Advisor (USA)
Location: Durban, KwaZulu-Natal, South Africa
Employment Type: Permanent, Full-Time
Industry: Health, Wellness & Fitness / Customer Services
Experience Level: Entry Level
Posted: 11 August 2026
Closing Date: 25 August 2026
Work Hours: US Hours – Rotational Shifts
Job Overview
Huntswood is looking for a customer-focused and empathetic Customer Service Advisor (USA) to join its Durban team. This role is ideal for an experienced international customer service professional who enjoys helping people, solving problems and delivering positive customer experiences.
As a Customer Service Advisor, you will be responsible for assisting customers with online orders and general enquiries. You will handle a variety of customer interactions, including placing and tracking orders, processing returns and cancellations, checking delivery statuses and resolving issues relating to delays, defective products or damaged items.
The role is focused on first-contact resolution, meaning there are no follow-ups. You will be expected to investigate the customer’s query, find the appropriate solution and resolve the matter during the interaction.
You will work in a fast-paced contact centre environment and will need to remain professional, positive and accurate while handling back-to-back customer interactions.
Key Responsibilities
As a Customer Service Advisor, your responsibilities will include:
- Assisting customers with online orders and general enquiries.
- Placing and tracking customer orders.
- Processing returns and cancellations.
- Checking delivery statuses and providing customers with accurate updates.
- Resolving issues involving delayed, defective or damaged orders.
- Handling customer concerns professionally and empathetically.
- Resolving customer queries during the initial interaction wherever possible.
- Navigating multiple systems and tools to research customer and order information.
- Providing accurate and up-to-date information to customers.
- Explaining company policies, product issues and delivery delays clearly and professionally.
- Handling difficult conversations while maintaining a calm and positive approach.
- Accurately documenting customer interactions and resolutions.
- Managing multiple systems simultaneously while maintaining attention to detail.
- Handling back-to-back calls in a fast-paced contact centre environment.
- Participating in regular coaching and development sessions.
- Applying feedback to continuously improve customer service performance.
Minimum Requirements
Candidates should have:
- At least 1 year of international customer service experience on an omnichannel campaign.
- Experience handling end-to-end customer queries.
- Strong verbal and written communication skills.
- Excellent customer service and problem-solving abilities.
- The ability to work confidently with multiple systems and tools.
- The ability to navigate approximately 15–20 systems/tools.
- Strong attention to detail and accurate documentation skills.
- Empathy and patience when dealing with customers.
- Confidence when handling challenging customer interactions.
- The ability to work independently while contributing positively to a team.
- Flexibility to work rotational shifts aligned with US time zones.
USA or Australian campaign experience will be advantageous.
Ideal Candidate
Huntswood is looking for someone who brings empathy, confidence and flexibility to the role. The successful candidate should genuinely enjoy helping customers and be motivated to turn frustrating situations into positive experiences.
You should be comfortable working under pressure, handling several systems at once and dealing with a high volume of customer interactions without compromising service quality.
A positive can-do attitude, willingness to learn and commitment to continuous improvement are important for success in this position.
Working Hours
This position operates according to US business hours, meaning successful candidates must be flexible and willing to work rotational shifts aligned with US time zones.
Benefits
Huntswood offers a range of benefits and development opportunities, including:
- Performance-based incentives.
- Tenure recognition bonuses.
- Continuous service rewards.
- Attendance-based perks.
- Breakfast every Monday.
- Dignity packs.
- Growth and career development programmes.
- A collaborative and people-centred workplace culture.
Huntswood Core Behaviours
Huntswood looks for employees who are dependable, driven and collaborative and who demonstrate the company’s values through their everyday work.
Deliver WOW!
Employees are expected to take ownership of customer issues, find solutions and create positive experiences for customers.
Servant Leadership
Huntswood values empathy, respect, integrity and doing the right thing. Employees are encouraged to support and empower one another while keeping people at the heart of the business.
Winning Mindset
The successful candidate should bring their best effort every day, remain passionate about their work and maintain a positive approach when dealing with customers and colleagues.
Strive for Greater
Continuous improvement is encouraged. Employees are expected to learn from feedback, challenge existing processes constructively and look for ways to improve the customer experience.
Why Apply?
This is an opportunity for an experienced international customer service professional to join Huntswood in Durban in a permanent role supporting customers in the USA market. The position combines customer service, problem-solving and technology, making it suitable for candidates who are confident working across multiple systems and enjoy resolving customer queries from start to finish.
If you have international omnichannel customer service experience, strong communication skills and the flexibility to work US-aligned rotational shifts, this could be an excellent opportunity to grow your contact centre career.
Location: Durban, KwaZulu-Natal
Position: Customer Service Advisor (USA)
Employment: Permanent
Closing Date: 25 August 2026