Customer Service Advisor – US Campaign (Durban)

About the role

Join Huntswood’s customer experience team and become the voice that turns frustrating moments into positive interactions. You will support customers with online orders, inquiries, and issues while working on a US‑focused campaign from our Durban office.

Key responsibilities

• Assist customers via phone on a wide range of topics, including order placement, tracking, returns, cancellations, and delivery status.
• Resolve issues such as delays, defects, or damaged items within the same call – no follow‑ups required.
• Navigate 15‑20 internal systems and tools to research order details and provide accurate information.
• Communicate policies, delays, and product issues professionally, even when delivering difficult news.
• Maintain precise documentation and accuracy while handling back‑to‑back calls.
• Participate in regular coaching sessions and apply feedback to continuously improve service quality.

Required profile

• Empathetic, confident and flexible with a strong customer‑first mindset.
• Minimum one‑year international customer service experience on an omni‑channel campaign.
• Experience with US or Australian campaigns is a plus.
• Willingness to work US‑based rotational shifts, including evenings and weekends.

Required skills

• Proficiency in navigating multiple systems/tools (approximately 15‑20).
• Strong verbal communication and active listening.
• Excellent problem‑solving and documentation abilities.

What we offer

• Performance‑based incentives and tenure recognition bonuses.
• Continuous service rewards and attendance‑based perks.
• Breakfast every Monday and dignity packs.
• Growth and career development programmes within a collaborative, people‑centric culture.