CUSTOMER SUPPORT AGENT – UNIFYCX
Vacancy Overview
Company: UnifyCX
Position: Customer Support Agent
Location: South Africa
Employment Type: Not specified in the supplied advert
Industry: Customer Experience / Business Process Outsourcing (BPO) / AI-Enabled Customer Support
Experience Level: Entry to Intermediate
Closing Date: Not specified in the supplied advert
About the Position
UnifyCX is looking for motivated, dependable and customer-focused individuals to join its team in South Africa as Customer Support Agents.
The Customer Support Agent will be responsible for handling inbound customer support enquiries and ensuring that customers receive efficient, professional and helpful assistance. The primary objective of the role is to understand and diagnose customer needs, provide appropriate support and ensure that customer concerns are addressed as effectively as possible.
This position is well suited to someone who enjoys working with people, communicates confidently in English and can remain organised while handling multiple customer interactions. Candidates should have a strong customer-service mindset and be committed to creating positive experiences during every interaction.
Key Duties and Responsibilities
The successful Customer Support Agent will be expected to perform the following duties:
1. Provide Excellent Customer Service
Deliver outstanding customer service during every interaction. The employee will be expected to build positive rapport with customers, listen carefully to their concerns and provide professional assistance.
The goal is to ensure that customers feel heard, respected and supported throughout the interaction.
2. Manage Incoming Calls
Effectively manage time while handling incoming customer support calls from the queue. The successful candidate should be able to maintain an efficient workflow without compromising the quality of customer service.
3. Accurately Document Customer Interactions
Accurately record important information exchanged during each customer interaction. This includes documenting customer concerns, actions taken and relevant outcomes.
Maintaining accurate information is important for ensuring continuity of service and allowing customer issues to be followed up appropriately.
4. Take Ownership of Customer Issues
The Customer Support Agent will be expected to take responsibility for customer problems and follow issues through to resolution wherever possible.
Candidates should demonstrate a proactive approach rather than simply transferring or dismissing customer concerns.
5. Maintain Customer Service Records
Maintain accurate records of customer service actions, discussions and outcomes. Documentation must be clear, detailed and reliable.
6. Maintain an Organised Workflow
The successful candidate must be able to organise tasks according to priority and maintain an orderly workflow while dealing with incoming customer enquiries.
7. Additional Duties
Perform other duties and responsibilities as assigned by management or required to support the customer service operation.
Who UnifyCX Is Looking For
UnifyCX is seeking candidates who are:
- Outgoing and approachable
- Intelligent and willing to learn
- Dependable and responsible
- Customer-focused
- Professional and positive
- Detail-oriented
- Organised
- Able to communicate effectively
- Comfortable working in a busy customer-service environment
- Motivated to develop their careers
The ideal candidate should genuinely enjoy helping people and be able to bring a positive attitude to customer interactions.
Required Qualifications
Candidates are expected to meet the following minimum requirements:
Customer Service Experience
At least 1 year of experience in a customer service role, preferably within a call centre environment.
Applicants with experience dealing directly with customers, handling enquiries and resolving customer problems may be well suited to this opportunity.
Education
A high school diploma or equivalent is required.
English Communication
Candidates must have excellent English communication skills, both written and spoken.
Strong communication is essential because the role involves understanding customer needs, explaining information clearly and documenting interactions accurately.
Attention to Detail
Exceptional attention to detail is required. Candidates must be able to accurately capture information, follow processes and maintain reliable customer records.
Preferred Qualifications
While not listed as mandatory requirements, the following would be advantageous:
- At least 2 years of experience in the BPO or Call Centre industry
- Strong organisational skills
- Excellent time-management abilities
- Advanced troubleshooting skills
- Ability to multitask effectively
Candidates who possess these additional skills may be better prepared to manage complex customer interactions and work efficiently within a high-volume support environment.
Skills and Competencies
The successful candidate should demonstrate strong:
- Customer service skills
- Verbal and written communication
- Active listening
- Problem-solving
- Troubleshooting
- Time management
- Organisation
- Multitasking
- Attention to detail
- Record keeping
- Prioritisation
- Professionalism
The ability to remain calm and focused while managing multiple customer requests will also be important.
About UnifyCX
UnifyCX describes itself as a transformative AI platform focused on helping teams deliver efficient and exceptional customer experiences.
The company combines strategy, omnichannel customer support, analytics and AI-driven tools, including GoTalent.AI, Voice of Customer and automated quality assurance. Its outcome-based approach focuses on measurable results across more than 200 client programmes.
UnifyCX also places emphasis on automation, talent enablement, strategic partnerships and data ethics to provide scalable, personalised and compliant customer experience solutions.
The company states that it is a certified minority-owned business and an Equal Opportunity Employer (EOE) committed to welcoming diversity.
Quick Summary
Position: Customer Support Agent
Company: UnifyCX
Location: South Africa
Industry: Customer Experience / BPO / AI-Enabled Support
Experience: 1 year customer service experience preferred
Education: High school diploma or equivalent
Preferred Experience: 2+ years BPO/Call Centre experience
Key Skill: Excellent spoken and written English
Other Skills: Attention to detail, organisation, time management, troubleshooting and multitasking
Main Function: Handle inbound customer support enquiries and resolve customer needs
Employment Type: Not specified
Salary: Not specified
Closing Date: Not specified
Important Note
The supplied advert does not specify a salary, employment type, exact South African city/location or closing date. Applicants should confirm these details through the official application process before applying.