Job Description

Our client specialises in end-to-end engagement solutions using a holistic approach that connects employees, sales and channel partners, and customers. They are recruiting for an experienced and motivated Support Consultant to join their dynamic team at their Westlake office.

  • Answer and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
  • Constantly meeting organizational service level agreements by taking appropriate actions to resolve customer queries
  • Assess customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
  • Follow appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
  • Provide feedback to the customer on actions taken to ensure appropriate magical levels of customer service
  • Remain current with product, system, process and policy knowledge
  • Escalate complex problems and difficult situations when required
  • Diffuse difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
  • Check customer details to ensure accuracy and relevance to the service interventions

Qualification and Experience:
  • Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills
  • Attentive listener with a professional approach
  • Good attention to detail and data accuracy
  • Adaptable and flexible, adapts style to align to cultural differences
  • Knowledge of standard rules, procedures, and operations within a contact Centre environment
  • Ability to solve basic problems which may be varied but similar
  • Ability to fact find to gain a full understanding of an issue and consider most appropriate response
  • Ability to work effectively in a team to support the achievement of objectives
  • Demonstrates the ability and passion to learn
  • Matric or NQF Level 4
  • Minimum one-year high pressured customer service environment
  • Experience with the prompt resolution of complaints
Salary: Market related

Working hours: 08:00 – 17:00 Monday to Friday, Saturday 08:00 to 12h00

Location: Head Office based in the Westlake area

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202609 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email


Employee Type
Full-Time Regular
Westlake, Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR