Customer Service Associate-Indeed

Date: 26 Mar 2026

Location:

Western Cape, South Africa, Philippine

Country/Region: So

Category: South Africa

OBJECTIVE OF ROLE

Job Overview

IGT Solutions is seeking highly articulate, customer-focused Voice Customer Support Advisors to support a leading global digital recruitment platform. This role is ideal for individuals who excel in fast-paced, customer-centric environments and take pride in delivering clear, professional, and empathetic voice-based support.

As a Voice Advisor, you will serve as the first point of contact for platform users, ensuring an exceptional customer experience through accurate information delivery, effective issue resolution, and consistently high communication standards.

KEY RESPONSIBILITIES

Key Responsibilities

Handle inbound and outbound voice interactions in a professional, courteous, and efficient manner
Support users with platform-related enquiries, account assistance, and general troubleshooting
Research, resolve, and respond to routine to moderately complex customer issues
Accurately document all customer interactions, actions taken, and resolutions in internal systems
Adhere to established processes, policies, compliance requirements, and quality standards
Identify issues requiring escalation and follow defined escalation protocols
Adapt quickly to process updates, product enhancements, and evolving operational requirements
Consistently maintain high levels of customer satisfaction and service delivery

EXPERIENCE

Agent / Associate / Representative Qualifications

Strong Communication & Language Mastery

Exceptional verbal and written communication skills, with the ability to engage confidently and professionally with customers
Demonstrated near-native fluency in the language of work, including strong comprehension, articulation, tone management, and contextual accuracy
Ability to communicate complex information clearly, accurately, and empathetically in real-time voice interactions
Language proficiency must be verified through formal assessment, certification, or an independently validated native-speaker evaluation

Organised & Detail-Oriented

Strong organisational skills with a high level of attention to detail
Ability to manage multiple tasks while maintaining accuracy and quality

Problem-Solving Ability

Proven ability to research, analyse, and resolve customer queries effectively
Applies sound judgement when addressing customer concerns and determining next steps

Clear Documentation

Ability to accurately and consistently document customer interactions and resolutions in internal systems

Adaptability

Flexible, resilient, and comfortable working in a dynamic, continuously evolving environment
Open to change and quick to learn new processes or tools

Process Knowledge

Strong understanding of supported policies, procedures, and workflows
Ability to apply process knowledge consistently during customer interactions

Effective Escalation

Understands when and how to escalate issues appropriately to ensure timely and accurate resolution

Comfort with Ambiguity

Capable of working effectively with incomplete or evolving information while maintaining service quality and professionalism

QUALIFICATION

Preferred Requirements
- Previous experience in a BPO, contact centre, or customer service environment
- Experience supporting digital platforms, online tools, or SaaS-based services
- Strong computer literacy with the ability to navigate multiple systems simultaneously

ABILITIES

ABOUT US

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA

EQUAL OPPORTUNITY DISCLAIMER

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

ADDRESS & LOCATION

South Africa, Western Cape,