1st Line Support Specialist

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 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 Saturday 00:00 07:30 17:00 23:59 Sunday 00:00 09:30 17:00 23:59 Systems & Tools Webex Outlook Internal booking and form systems Equipment Provided Laptop Headset Workstation setup Skills & Experience Required 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 Key Competencies Customer Focus Accountability Time Management Resilience Problem Solving Professionalism What Success Looks Like in This Role Calls answered quickly and professionally High booking conversion rate Accurate and complete booking information Consistent achievement of service level targets Positive customer experience during urgent service requests