Customer Support Agent

UnifyCX is growing and looking for Customer Support Agents to join our motivated and ambitious South Africa team! Be a pioneer at our newest location!

What Will You Do? As part of our South Africa team, agents will specialize in billing support , handling customer interactions through both voice and ticket channels . This role is focused on delivering accurate, efficient billing assistance while ensuring a seamless customer experience.

In addition to billing responsibilities, agents will be trained to identify potential technical issues through effective probing techniques. When technical support is required, agents will confidently guide customers to the appropriate help center resources or create detailed escalation tickets to ensure timely resolution.

Key Responsibilities:

• Handle inbound billing calls and tickets with professionalism, providing accurate and efficient solutions while meeting SLA response times
• Deliver clear, concise communication across all customer interactions
• Develop and maintain strong product knowledge to effectively support customer inquiries
• Diagnose issues using probing and troubleshooting techniques, leveraging internal resources and escalating when necessary
• Accurately document all customer interactions, troubleshooting steps, and escalations in account notes
• Ensure high levels of customer satisfaction by aiming for first-contact resolution and exceeding expectations
• Identify and report recurring issues, trends, and customer feedback to support continuous product improvement
• Adhere to all processes, procedures, and quality standards, staying up to date with changes and feedback
• Manage ticket workflows effectively, including responding with appropriate messaging, using approved templates, and routing to the correct queues when needed

Who are you? The ideal candidate is sales-oriented, product-savvy, and thrives in a fast-paced call center environment.

Required Experience & Skills: We’re looking for a detail-oriented and customer-focused professional with strong communication skills, technical aptitude, and the ability to thrive in a fast-paced support environment.

Required Experience

• Previous experience in a contact center or similar customer support environment (SaaS experience preferred)
• Strong verbal and written communication skills in English, with the ability to clearly explain solutions and instructions
• Solid technical aptitude, with the ability to understand, troubleshoot, and explain SaaS-related issues
• Demonstrated commitment to delivering excellent customer service with patience and empathy
• Ability to manage multiple interactions and adapt quickly in a dynamic environment
• High attention to detail with strong organizational and documentation skills

Preferred Experience

• Strong problem-solving and critical thinking skills, with the ability to identify effective solutions
• Experience using support platforms and CRM systems
• Proven ability to multitask and manage concurrent interactions while maintaining quality and efficiency

Who We Are: UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.