Customer Support Agent

Location: Sandton, Johannesburg (Office-Based)
Working Hours: 7:00 PM 4:00 AM (USA Time Zone Support)
Level: Junior (1+ year experience in a related role)
Salary Range: R6, 000 R12, 000 per month
Salary is based on years of experience in a related role
Application Link: https://4mboj.share.hsforms.com/2ThfH38JvRiuUk9-geLX2Ow?deal_id=50883004179 - Only candidates who apply via this link will be considered.

About the Role
tma is looking for a motivated and customer-focused Customer Support Agent to join our night-shift team supporting USA-based customers. The role involves managing a high volume of customer interactions across multiple channels, delivering excellent service, and identifying opportunities to upsell services where appropriate.

This is a full-time, office-based role in Sandton, operating on USA night-shift hours.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently
• Respond to customer queries via email, SMS, and chat platforms
• Provide internal support to team members via Slack
• Accurately document all customer interactions in the CRM system
• Resolve customer issues with empathy and clear communication
• Identify opportunities to sell and upsell services based on customer needs
• Escalate complex issues when required while maintaining customer satisfaction

Required Skills & Competencies

• Strong verbal and written communication skills
• Ability to handle high-volume customer interactions calmly and professionally
• Customer-first mindset with strong problem-solving ability
• Sales aptitude with confidence in upselling services
• Strong attention to detail and documentation skills
• Comfortable working night-shift hours aligned to the USA time zone

Technical Requirements

• Experience with customer service platforms such as Zendesk or Kustomer
• Familiarity with communication tools such as Slack and Aircall
• Comfortable navigating CRM systems for documentation and tracking
• Basic computer literacy and ability to learn new systems quickly

What We Offer

• Competitive salary based on experience
• Stable, full-time night-shift position
• Supportive and structured team environment
• Exposure to international (USA-based) customers
• Clear processes and structured training

Important Notes

• This role is 100% office-based in Sandton
• Working hours are 7:00 PM 4:00 AM and are not negotiable
• Ideal for candidates comfortable with night-shift work and customer-facing roles