Customer service Jobs

Customer service refers to the assistance and support a company offers its customers before, during, and after a purchase. It plays a crucial role in shaping the customer experience and maintaining brand loyalty.

In South Africa, with its diverse and competitive business landscape, customer service is key to differentiating companies in sectors such as telecommunications, banking, retail, hospitality, and e-commerce.

High-quality service is able to build trust, drive repeat business, and help organisations thrive in both local and global markets.

If you are keen on a position in this industry, see also call centre jobs for interest.

Major industries that consistently hire candidates for customer service roles include:

• telecommunications (e.g. Vodacom, MTN, Cell C, Telkom);
• the financial services (e.g. Standard Bank, FNB, Nedbank, Capitec, Investec);
• retail and e-commerce (e.g. Woolworths, Pick n Pay, Checkers, Takealot, Mr Delivery);
• Hospitality and tourism (e.g., hotels such as Southern Sun, Protea Hotels by Marriott, and travel agencies such as Travelstart, Pentravel, Flight Centre);
• call centres and business process outsourcing companies (BPOs) (e.g. Connext Global Solutions, SA Commercial, Boomerang BPO, Mango5);
• and
• healthcare and insurance (e.g. Discovery Health, Old Mutual).

South Africa’s growing BPO sector also offers a range of customer service jobs that cater to international clients – such as Amazon, Google, and Microsoft.

While formal education requirements vary, most entry-level customer service jobs in South Africa require a combination of:

• a Matric (Grade 12) certificate;
• basic computer literacy;
• good verbal and written communication skills;
• and
• multilingual ability (especially in English, Zulu, Afrikaans, and Xhosa).

For higher-level roles, employers may prefer candidates with:

• a tertiary qualification (diploma or degree in Communications, Business, Marketing, or Customer Relations);
• relevant experience in the industry;
• and
• specific software knowledge (e.g., CRM systems such as Salesforce or Zoho Desk and Zendesk).

Before you sign up for a Customer Relations course, be sure to check out whether your favoured option is South African Qualifications Authority (SAQA) accredited and that the institution is Sector Education and Training Authority (SETA) registered.

The course should match your career goal, whether this is to work in a call centre, in the hospitality sector, or in banking; and should fit into your current schedule, being online, part-time, or full-time.

In South Africa, you can study Customer Relations (also referred to as Customer Service, Client Services, or Customer Experience Management) at a variety of different institutions – including universities, TVET colleges, private colleges, and online training platforms.

Here's a breakdown by category:

• Universities and Universities of Technology, such as University of Johannesburg (UJ) – Diploma/Degree in Marketing, Communication, or Public Relations; Cape Peninsula University of Technology (CPUT) – National Diploma in Public Relations Management; Durban University of Technology (DUT) – Marketing and Public Relations courses; or Tshwane University of Technology (TUT) – Offers Customer Service-related subjects in business diplomas.
• Technical and Vocational Education and Training (TVET) Colleges, such as South West Gauteng TVET College (SWGT); False Bay College; Ekurhuleni East TVET College; College of Cape Town; or Northlink College.
• Private colleges and training providers, such as Damelin College; INTEC College; Boston City Campus – Customer Relationship Management course; Oxbridge Academy – Customer Service and Contact Centre courses; Varsity College – Short courses in communication and marketing; or Richfield Graduate Institute – Business and client relations programmes.
• Online platforms that are both accredited and skills based (excellent for self-paced, flexible learning), such as Udemy – Customer Service Mastery or Call Centre Training; Coursera – Courses from global universities (e.g. University of London); Alison – Free certificate courses in Customer Service and CRM; LinkedIn Learning – Professional skills courses (with certification); or GetSmarter (by UCT) – Customer Experience Management short course.
• Learnerships and SETA Programmes, from the likes of the Services SETA, MICT SETA, and BANKSETA, which youth aged 18 to 35 can apply for via companies such as Webhelp Solutions, Capitec, OUTsurance, or Telkom. Alternatively, apply for a learnership via a government programme such as Youth Employment Service (YES) or Harambee Youth Employment Accelerator.

Soft skills are vital in customer service and often determine how successful a candidate is in this career line. Because employers highly value candidates who remain calm under pressure and can handle difficult customers tactfully, consider whether you are suitable for the job at hand by adding a yes or no next to each of the below key soft skills:

• empathy and patience;
• active listening;
• conflict resolution;
• professionalism;
• time management;
• adaptability;
• problem-solving;
• and
• teamwork.

Duties vary by industry and employer, but common tasks include a combination of the following:

• Answering customer queries via phone, email, chat, or social media;
• Processing orders, returns, and refunds;
• Managing complaints and resolving issues;
• Providing product or service information;
• Escalating unresolved issues to supervisors;
• Documenting customer interactions in CRM systems;
• and
• Upselling or cross-selling products in relevant cases.

Note that a call centre job may involve handling hundreds of calls per day, in a high-pressure environment.

Seven common challenges cited by those who work in the industry include:

• High stress and burnout, especially in the frantic call centre environment;
• Dealing with difficult or angry customers;
• Repetitive tasks and long hours;
• Shift work, that may or may not include nights and weekends;
• Limited career growth in some certain companies;
• Low pay at entry level;
• and
• Performance pressure (e.g., KPIs, call targets).

Despite the challenges, the field offers the opportunity to hone valuable skills and potential for advancement among the best employers.

To make this highly rewarding role sustainable, it is important for managers to encourage the following behaviours in their call centre staff members:

• taking regular breaks, such as to go for a brief stroll outside;
• exercising for 30 minutes most days, to burn off steam and lower stress levels;
• sleeping for at least eight hours per night, to lower their inherent levels of anxiety and better manage the challenges of the job;
• offering courses in or talks on stress-management techniques such as mindfulness meditation, deep breathing, and the practice of yoga;
• setting boundaries so that you can finish work at a reasonable hour, and don’t then have to bring the stress to the family dinner table;
• offering in-house counselling on coping mechanisms, alleviating stress levels, and ensuring a mentally healthy staff contingent;
• and
• ensuring that there are sufficient staff in place so that regular leave can be taken.

Salaries vary depending on experience, location, and company. Here’s a general breakdown of what you can expect to earn as you rise up the ranks in this intense yet rewarding career:

• entry-level agent (up to two years of experience): R5 000 to R10 000 per month;
• mid-level agent (two to five years of experience): R10 000 to R15 000 per month;
• senior agent or team leader: R15 000 to R25 000 per month;
• and
• customer service manager: R25 000 to R40 000+ per month.

Cape Town and Johannesburg tend to offer higher salaries than the smaller cities, due to their higher concentration of large call centres and BPOs.

Select between the nine different options listed below, ensuring that you have the conditions you require according to whether the role is fully office based, fully remote, or a mixture of the two (i.e. hybrid):

• a call centre agent (inbound/outbound): handles customer communications, either through incoming (inbound) or outgoing (outbound) calls. Inbound agents answer customer inquiries, provide support, and address issues. Outbound agents proactively contact customers to generate leads, conduct surveys, or offer promotions;
• a customer service representative/agent (CSR): primarily interacts with customers to provide support and resolve issues. They handle inquiries, address complaints, and assist with various customer needs, acting as the frontline for an organisation CSRs work across a range of different channels, including phone, chat, email, and social media;
• a technical support specialist: provides technical assistance and guidance to customers, resolving hardware and software issues and ensuring a smooth user experience. They troubleshoot problems, install and configure systems, and may also recommend or deploy hardware and software solutions;
• a help desk agent: provides first-level technical support to users within an organisation. They troubleshoot and resolve hardware, software, and network issues, often serving as the initial point of contact for IT-related customer problems;
• a sales support agent: offers essential administrative, technical, and logistical assistance to a sales team, ensuring they can focus on the task of selling. They handle tasks such as managing customer databases, preparing sales materials, coordinating activities, and offering customer service and post-sales support;
• a client relationship manager (CRM): builds and maintains relationships with clients to ensure satisfaction and to drive business growth. They manage customer interactions, understand client needs, and use data to optimise communication and improve the overall customer experience;
• a customer service supervisor: this individual’s primary duty is to oversee and manage a customer service team, ensuring high-quality service delivery and customer satisfaction. This involves leading, training, and mentoring representatives, handling escalated issues, and analysing performance data to identify areas for improvement. Customer service supervisors also play a role in developing and implementing customer service policies and procedures within an organisation;
• an online chat/email support agent: provides prompt and effective customer assistance through digital channels. This involves answering questions, resolving issues, and offering guidance via email, chat, social media, or self-service resources. They aim to ensure a positive customer experience and to keep levels of customer satisfaction as high as possible;
• and
• an after-sales service consultant: focuses on supporting customers after they’ve purchased a product or service. They provide guidance, troubleshoot issues, and ensure customers get the most value from their purchase. This often includes handling warranty service, training, repairs, upgrades, and providing general support. Essentially, they aim to build customer loyalty and satisfaction by addressing all of a customer’s post-purchase requirements.

Yes, since the COVID-19 pandemic, many companies now offer remote customer service roles as part of their staffing requirements.

Key enablers for remote work include:

• a stable internet connection;
• access to a laptop/PC and headset;
• a home-office setup;
• and
• willingness to work shifts (hours may vary according to the customer base involved. For example, if you are servicing a South African audience, yet your employer is based in US, you will need to make yourself available for meetings that may take place outside of normal local working hours).

International BPOs operating in South Africa, like Webhelp and WNS, also hire for work-from-home positions serving UK, US, or EU markets.

South Africa’s multilingual environment (the country has 11 official languages – i.e. Afrikaans, English, isiNdebele, isiXhosa, isiZulu, Sepedi (also known as Sesotho sa Leboa), Sesotho, Setswana, siSwati, Tshivenda, Xitsonga, excluding South African Sign Language (SASL) which brings the total to 12) means that local language skills have become invaluable. In addition, international employers seek fluency in a combination of the following:

• English (most important, as the global business language);
• Afrikaans;
• Zulu, Xhosa, Tswana (for local markets);
• German, Dutch, French, Italian (for European clients);
• and
• Portuguese (for African and Brazilian markets).

Being bilingual or multilingual can significantly improve your job prospects and earning potential in a customer service job.

Customer service can be a gateway to a broader range of roles, such as the eight listed below, alongside their main tasks:

• a team leader: oversees and manages a team of customer service representatives, ensuring quality service delivery and customer satisfaction. They are responsible for providing guidance, training, and support to team members, handling escalated customer issues, and analysing performance data to improve efficiency. Essentially, they act as a bridge between the company and the customer, ensuring smooth operations and a positive customer experience;
• a customer service manager: responsible for overseeing and guiding a team of customer service representatives;
• a quality assurance analyst: focuses on ensuring the quality of a product or process before it’s released to the public. This involves testing, identifying issues, and recommending solutions to improve the final product or process;
• a training and development officer: designs, implements, and evaluates training programmes to improve employee skills and knowledge – ultimately enhancing organisational performance. They identify training needs, develop and deliver training materials, and assess the effectiveness of training programmes for an organisation or on a consultation basis;
• an operations manager: oversees all business processes to maximise efficiency, productivity, and profitability. They manage production, quality control, inventory, and resource allocation, collaborating with other departments to streamline operations and achieve organisational goals. This includes developing and implementing strategies for improvement, setting and monitoring performance goals, and ensuring compliance with the desired/industry specific standards;
• a client services director: oversees a company’s relationships with its clients, ensuring they receive what they expect, require, and even demand. This role involves managing and growing strategic client relationships, overseeing the delivery of high-quality services, and leading a team of account managers and executives;
• an account manager: manages the relationship between a company and its customers, after a sale or initial engagement. These individuals serve as the primary point of contact, building and maintaining strong relationships, ensuring customer satisfaction, and identifying opportunities to grow the business at hand;
• and
• a sales or marketing role: focuses on promoting and selling a brand’s products or services. Sales representatives directly engage with customers to understand their needs and present solutions, while marketers develop strategies to build brand awareness and drive sales.

Many professionals start in customer service and grow into executive roles, when they commit themselves to internal promotions, staying abreast of industry developments, and continuous learning opportunities.

Useful certifications and training course include:

• call centre certificates (NQF Level 2–5);
• Customer service excellence courses;
• CRM software training (using the offerings of the likes of Salesforce, Zendesk);
• computer literacy certifications (such as ICDL, or CompTIA);
• language proficiency examinations (which are important for international roles);
• and
• technical support or IT help desk training (for tech support-related roles).

Short courses from providers like Udemy, Coursera, and/or local FET colleges can also enhance your CV in the eyes of a potential employer. See the section above “Where can I study Customer Relations in South Africa?”

Yes, various initiatives aim to boost youth employment and skills development. You are advised to read up about the likes of:

• Youth Employment Service (YES) initiative, mentioned above;
• SETA Learnerships (e.g. from the Services SETA);
• Department of Labour training centres;
• Public colleges and TVET institutions;
• and
• NGOs like Harambee Youth Employment Accelerator, also mentioned above.

These programmes often offer stipends and workplace experience opportunities, which can be invaluable to a young person starting out in the industry.

Ways to apply include:

• online job portals, such as Executive Placements;
• company career pages of the organisations you are keen on joining;
• recruitment agencies;
• social media job groups, such as The Resource on Facebook;
• networking opportunities;
• and/or
• learnership programmes aimed at first-time job seekers.

When you apply for a job, always tailor your CV to highlight customer service skills and include a well-written cover letter.

A good CV should contain:

• clear contact details;
• a professional summary (of two to three sentences);
• key skills (communication, CRM, problem-solving);
• your work experience to date (revealing both responsibilities and achievements);
• education and certifications;
• Languages spoken fluently;
• and
• References, with available contact details or a note that they will be made available upon request.

Remember: your CV should be a maximum of two or so pages, well-formatted, and error free.

Typical questions include:

• “Tell me about a time when you dealt with a difficult customer”;
• “How do you handle stress in a busy work environment?”;
• “Why do you want to work in customer service?”;
• “What does good customer service mean to you?”;
• “How would you deal with a customer who is wrong?”;
• and
• “Can you work shifts, weekends, and public holidays?”.

Practice answering with real examples using the Situation, Task, Action, Result (STAR) method, which you can read up on here.

Yes, very much so. South Africa is considered a global BPO hub, especially the cities of Cape Town, Durban, and Johannesburg. The country offers:

• a large pool of English-speaking youth;
• favourable time zones;
• competitive labour costs;
• and
• Strong government support.

South Africa has won awards for being one of the best offshore customer experience (CX) destinations in the world, such as the Ryan Strategic Advisory Front Office BPO Omnibus Survey’s “Most Favoured Global Offshore CX Delivery Location” (2021 and 2022).

The culture can vary but generally includes:

• a fast-paced, target-driven environment;
• high levels of teamwork and accountability;
• performance-based incentives or commissions;
• structured shifts and breaks;
• and
• Regularly scheduled coaching and training sessions.

While the environment can be stressful, many companies promote enviable cultures filled with fun, as a result of their team-building and rewards programmes.

Highly rated employers include:

• Amazon;
• Capitec Bank;
• Webhelp Solutions;
• Vodacom;
• Takealot;
• Discovery Health;
• Old Mutual;
• Standard Bank;
• Merchants;
• and
• OUTsurance.

These companies offer a unique combination of competitive pay, enviable benefits, together with fabulous training and growth opportunities.

It can be – especially for those who:

• enjoy interacting with people;
• wish to develop communication and business-related skills;
• aim to work their way up within a company, or the organisation at large;
• and
• are open to moving into related fields (sales, marketing, admin).

While entry-level pay is modest, the career path offers a wide range of options – particularly in sectors such as finance, tech, and international BPO.

Customer service jobs in South Africa present both challenges and opportunities. For school leavers, recent graduates, or those transitioning from one career to another, these roles offer a solid starting point with valuable skills development. The growing BPO sector and remote work trends are expanding access to local and international opportunities. With the right training, attitude, and perseverance, customer service can be a stepping stone to a rewarding and dynamic career.