1st Line Support Specialist

Cape Town
Salary: R1 000.00 - R10 000.00 Per Month
Job Type: Permanent
Sectors: Call Centre
Reference: ATM02

Apply before Mar 31 2026 | 44 Days left

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Vacancy Details

Employer: ATM.SA

Cape Town, South Africa

Employment Type: Shift-Based (Out-of-Hours Operations)

Operating Model: Work From Home

About the Role: We are seeking professional and customer-focused 1st Line Support Specialists to join our Contact Centre team. This role supports an international pest control client by handling inbound customer calls and converting enquiries into confirmed booking requests.

This is a fast-paced, service-driven role requiring excellent communication skills, accuracy, and the ability to perform efficiently during out-of-hours shifts.

Key Responsibilities

Answer inbound customer calls in a professional and empathetic manner
Accurately capture customer information and service requirements
Convert every inbound enquiry into a booking request
Complete and submit booking forms with all required details during or immediately after each call
Ensure all call-related administration is completed within 15 minutes of the call ending
Maintain a high level of data accuracy and attention to detail
Meet defined service level targets for speed and conversion
Use designated systems and tools to log and manage interactions
Deliver a consistent, high-quality customer experience at all times

Candidate Requirements

Working Hours (UK Time Zone)

This role operates on an out-of-hours shift basis covering the following times:

Monday to Friday

00:00 – 07:30
18:30 – 23:59

Saturday

00:00 – 07:30
17:00 – 23:59

Sunday

00:00 – 09:30
17:00 – 23:59

Systems & Tools

Webex
Outlook
Internal booking and form systems

Equipment Provided

Laptop
Headset
Workstation setup

Skills & Experience Required

Previous contact centre or customer service experience preferred
Strong verbal communication skills
Excellent listening skills and empathy
High level of accuracy and attention to detail
Ability to work efficiently under time pressure
Strong administrative and data-capturing skills
Comfortable working night shifts and weekends
Basic computer literacy and experience using communication platforms

Key Competencies

Customer Focus
Accountability
Time Management
Resilience
Problem Solving
Professionalism

What Success Looks Like in This Role

Calls answered quickly and professionally
High booking conversion rate
Accurate and complete booking information
Consistent achievement of service level targets
Positive customer experience during urgent service requests

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About ATM.SA

South Africa’s award winning, established, dynamic and leading BPO organisation. As a locally grown business, our vision is to provide turnkey, customer engagement solutions to enable our Clients to compete in an ever-changing industry under extreme legislative pressure. Based in Cape Town and established in 2007, our vision is to "Build lasting partnerships with our Clients by enhancing the value of their Customer journey."

As an outsource service provider, the management, processes, systems and methodologies that supports it, are the required core competencies of ATM.SA. Our wide range of customer engagement and administrative services allows our Clients to focus on their core competencies while leaving the day-to-day customer contact functions in our capable hands.

In addition, our people live our Client’s brands so passionately, a critical discipline ensuring all our programmes are successful and cost effective.

We pride ourselves on working in harmony and at the highest level of support with all our Partners.