Customer Service Representative

Remote, South Africa

Customer Service Representative (Remote)

Role Overview

You will serve as the first point of contact for customers experiencing water or fire damage at residential and commercial properties. You'll handle inbound calls, provide calm and empathetic support, collect key incident details, and ensure accurate documentation before warm-transferring calls to the appropriate internal team for immediate action.

This is a high-responsibility, customer-facing role where accuracy, empathy, reliability, and technical proficiency are critical.

Key Responsibilities

Answer inbound emergency service calls in a fast-paced, high-volume support environment

Communicate calmly and professionally with distressed customers

Collect and record key details (contact info, location, damage type, severity, etc.)

Accurately input data into CRM/ERP systems in real time, including double/triple entry across multiple systems as required by workflow

Warm transfer calls to the appropriate department with complete context

Follow scripts, workflows, and call handling procedures

Navigate multiple software systems simultaneously while staying engaged on live calls

Requirements

Excellent spoken and written...