Job Description1st Line Support Specialist (Out-of-Hours Contact Centre)LocationCape Town, South AfricaEmployment Type: Shift-Based (Out-of-Hours Operations)Operating Model: Work From HomeAbout 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 ResponsibilitiesAnswer inbound customer calls in a professional and empathetic mannerAccurately capture customer information and service requirementsConvert every inbound enquiry into a booking requestComplete and submit booking forms with all required details during or immediately after each callEnsure all call-related administration is completed within 15 minutes of the call endingMaintain a high level of data accuracy and attention to detailMeet defined service level targets for speed and conversionUse designated systems and tools to log and manage interactionsDeliver a consistent, high-quality customer experience at all times Service Level ExpectationsAnswer 90% of inbound calls within 10 secondsConvert each inbound call into a booking requestEnsure every call is answeredComplete booking documentation within 15 minutes of the end of the call

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

Shifts will be scheduled within these timeframes. Candidates must be flexible and able to work overnight, weekend, and public holiday shifts as required.
 
Systems & Tools

• Webex
• Outlook
• Internal booking and form system

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