Job Description

Location: Remote (South Africa)
Contract: Independent Contractor, Minimum 3-month contract with the potential for an indefinite extension
Schedule: Full-Time, Monday-Friday, EST
About the Role
We are seeking a highly empathetic and skilled Customer Service & Communications Specialist to join our team, operating remotely from South Africa. This role is crucial for delivering exceptional customer experiences by handling a high volume of inbound contacts--both phone calls and digital chats--related to product inquiries, complaints, warranties, and order status.
If you are a resourceful problem-solver with strong emotional intelligence and the ability to maintain accuracy and professionalism in a fast-paced environment, we encourage you to apply.
Key Responsibilities

• High-Volume Contact Management: Efficiently handle a high volume of inbound customer contacts via both phone and chat channels.
• Customer Advocacy & Resolution: Actively listen to customers, demonstrate genuine empathy, and work diligently to fully understand and resolve complex issues related to products, warranties, and order status.
• Communication Excellence: Provide clear, accurate, and friendly communication, both verbally and in writing, ensuring a professional and positive customer experience every time.
• Escalation & Process: Appropriately escalate complex or unresolved issues to supervisors as needed, and contribute to continuous process improvement by identifying opportunities to enhance the customer experience.
• Documentation & Detail: Maintain detailed and accurate records of all customer interactions, complaints, and resolutions within our systems.

Required Qualifications

• Experience: 1-2 years of experience in a customer service or contact center role.
• Language Fluency: Fluency in English with perfect speaking abilities is a must. A neutral accent is preferred for clear communication with a diverse customer base.
• Interpersonal Skills: Excellent communication and interpersonal skills, with a proven ability to quickly build rapport with customers.
• Emotional Intelligence: High emotional intelligence and empathy, enabling effective de-escalation and positive conflict resolution.
• Core Competencies: Strong problem-solving and critical thinking abilities.
• Technical Proficiency: Proficiency with computer systems, software, and the ability to navigate multiple tools simultaneously.
• Work Ethic: Flexible and adaptable, with the ability to work effectively in a fast-paced, remote environment.

Position Details

• Location: Remote, Offshore (South Africa).
• Type: Full-Time.
• Focus: Inbound customer support via phone and chat.

Skills Required