Job Description

The Webchat Support Agent provides real‑time, text‑based customer service through online chat platforms. This non‑voice role focuses on delivering fast, accurate, and helpful support to customers while maintaining brand tone, digital etiquette, and service quality.

Job title:

Customer Advisor

Webchat

You will assist customers with inquiries, troubleshoot issues, provide product information, and ensure high satisfaction through efficient online interactions. This role is critical in reducing voice‑support load and enhancing digital service delivery.

If you are a digital dynamo who thrives in fast‑paced chat lanes — quick, upbeat, always one step ahead and always ready to type the solution to any problem with confidence and style then we’re looking for you.

Primary Responsibilities:

• Respond promptly to customer queries through live chat platforms.

• Assist users in navigating product features and resolving service issues.

• Manage multiple chat conversations while maintaining accuracy and professionalism.

• Log all interactions and issue summaries in CRM or support tools.

• Follow predefined scripts and knowledge‑base guidelines where applicable.

• Escalate unresolved cases to the appropriate teams following process flows.

• Ensure adherence to response time, resolution benchmarks, and customer satisfaction KPIs.

• Verify customer details securely and provide account‑specific support.

• Maintain brand tone, chat etiquette, and quality communication standards at all times.

• Stay updated on new products, services, policies, and chat support procedures.

Essential: 

• Strong written communication ability with clear, concise, and professional tone.

• Ability to multitask and manage simultaneous chat sessions effectively.

• Proficiency with chat platforms, CRM systems, and digital support tools.

• Fast and accurate typing skills to handle real‑time chat demands.

• Excellent problem‑solving capabilities and decision‑making skills.

• Ability to remain calm, empathetic, and customer‑focused under pressure.

• Strong attention to detail and accuracy in text‑based communication.

• Ability to follow workflows, scripts, and compliance guidelines effectively.

• A proactive and solutions‑driven mindset with a team‑player approach.

• Familiarity with product features, common customer issues, and troubleshooting steps.

Minimum Requirements:

• Grade 12 (Matric)

• 1+ years of customer service experience, preferably in BPO chat support

• Must Reside in Cape Town

• Clear Credit and Criminal Record

What’s in it for you?

• Competitive remuneration package + Incentive

• Absence Bonus

• Shift Allowance

• Rotational Shifts

• Medical Insurance

• Free transport for evening shifts ending at 6:30pm and after

• A progressive career path to help you develop in your Call centre career.

• Comprehensive product training in a fun collaborative environment

What we hope you’ll do next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?
Your application will be reviewed - If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)