1st Line Support Specialist

SUMMARY:
Job Description
1st Line Support Specialist (Out-of-Hours Contact Centre)
Location
Cape Town, South Africa

Employment Type: Shift-Based (Out-of-Hours Operations)
Operating Model: Work From Home

About the Role: We are seeking professional and customer-focused 1st Line Support Specialists to join our Contact Centre team. This role supports an international pest control client by handling inbound customer calls and converting enquiries into confirmed booking requests.
This is a fast-paced, service-driven role requiring excellent communication skills, accuracy, and the ability to perform efficiently during out-of-hours shifts.

Key Responsibilities

• Answer inbound customer calls in a professional and empathetic manner
• Accurately capture customer information and service requirements
• Convert every inbound enquiry into a booking request
• Complete and submit booking forms with all required details during or immediately after each call
• Ensure all call-related administration is completed within 15 minutes of the call ending
• Maintain a high level of data accuracy and attention to detail
• Meet defined service level targets for speed and conversion
• Use designated systems and tools to log and manage interactions
• Deliver a consistent, high-quality customer experience at all times

• Answer 90% of inbound calls within 10 seconds
• Convert each inbound call into a booking request
• Ensure every call is answered
• Complete booking documentation within 15 minutes of the end of the call

POSITION INFO:
Working Hours (UK Time Zone)
This role operates on an out-of-hours shift basis covering the following times:

Monday to Friday

• 00:00 – 07:30
• 18:30 – 23:59

• 00:00 – 07:30
• 17:00 – 23:59

• 00:00 – 09:30
• 17:00 – 23:59

• Webex
• Outlook
• Internal booking and form system

• Previous contact centre or customer service experience preferred
• Strong verbal communication skills
• Excellent listening skills and empathy
• High level of accuracy and attention to detail
• Ability to work efficiently under time pressure
• Strong administrative and data-capturing skills
• Comfortable working night shifts and weekends
• Basic computer literacy and experience using communication platforms