Job Description

Location:

South Africa (Cape Town preferred)

Salary:

Competitive, dependent on experience

Job type:

Full-time

Start date:

As soon as possible

Job overview

We're looking for a confident, professional Receptionist to be the first point of contact for Helpbox customers across inbound phone calls and live chat.

This is a high-volume, client-facing role where you'll handle

30+ inbound calls per day

, respond quickly and clearly, and make sure each enquiry is either resolved on the spot or routed to the right person with accurate notes and context.

You'll play a key role in shaping first impressions of Helpbox--helping customers feel supported, understood and looked after from their very first interaction.

Key responsibilities

Answering

30+ inbound calls per day

and responding promptly on live chat Greeting customers warmly and handling enquiries in a calm, professional manner Quickly diagnosing what the customer needs and: Resolving simple queries immediately (where possible), or Routing to the correct team member with clear notes and context Capturing accurate information and maintaining

spotless records

in our CRM/helpdesk Logging call outcomes, actions, and next steps so nothing is missed Following up where needed to ensure the customer gets a clear resolution (closing the loop) Escalating urgent issues appropriately and flagging risks or repeated problems Supporting the wider team by keeping inboxes, call queues, and chat threads organised and up to date Contributing to continuous improvement by spotting recurring customer questions and suggesting better FAQs/processes
What success looks like (KPIs)

Fast response times and efficient wrap-up times Strong first-contact resolution for straightforward queries High customer satisfaction (CSAT) and consistently professional call handling Accurate triage and routing (right issue ? right team ? with the right context)

Zero dropped messages or missed follow-ups

Requirements

1-2+ years' experience in reception, call centre, or customer support Excellent spoken and written English Confident and professional on telephone and live chat Comfortable working at pace while staying calm and structured Strong judgement--knowing what to solve, what to escalate, and how to prioritise Fast, accurate note-taking and attention to detail Comfortable using CRMs, ticketing/helpdesk tools, and call systems
Desirable

Experience supporting UK customers or working UK-aligned hours Neutral or near-neutral accent suitable for UK client conversations Experience working with chat tools and managing multiple conversations at once Exposure to professional services (accountancy, legal, financial services)
Working hours

Monday to Friday,

09:00 - 17:30 UK time

30-minute unpaid break each day
What we offer

Structured training programme covering: Onboarding processes FAQs and common customer journeys Core systems and tools Basic accounting terminology and how our services work Clear progression path toward client success, advanced support, or account management Full remote flexibility, with hardware/software provided if required Supportive, friendly team culture committed to continuous improvement
Job Types: Full-time, Permanent

Pay: R12000,00 - R18000,00 per month

Work Location: Remote