UK Customer Service Agent jobs

Customer Support Services AgentLocation

Remote (South Africa)

Employment Type

Full-Time

Department

Customer Success & Support

Reports To

Customer Success Manager / Operations Manager

About Lamqora

Lamqora is a modern recruitment and workforce solutions company helping businesses attract, hire, and retain exceptional talent. Through recruitment, workforce outsourcing, executive search, and HR technology, we partner with organisations to build high-performing teams.

Our mission is to deliver an exceptional customer experience at every stage of the client and candidate journey. As we continue to grow, we are looking for a Customer Support Services Agent who is passionate about helping people, solving problems, and ensuring every interaction reflects Lamqora's commitment to excellence.

The Opportunity

As a Customer Support Services Agent, you will be the first point of contact for clients, candidates, and partners. You will provide timely, professional support, resolve enquiries efficiently, and ensure every customer receives an outstanding experience.

You will manage support requests across multiple communication channels, coordinate with internal teams, maintain accurate records, and contribute to continuous improvements in our customer support processes.

This role is ideal for someone who enjoys helping others, communicates exceptionally well, and thrives in a fast-paced environment.

Key ResponsibilitiesCustomer Support

• Respond to customer enquiries via email, phone, live chat, and social media.
• Deliver professional, friendly, and solution-focused support.
• Resolve enquiries during the first interaction whenever possible.
• Escalate complex issues to the appropriate internal teams.
• Keep customers informed throughout the resolution process.
• Ensure all enquiries are handled within agreed service levels (SLAs).

Client & Candidate Assistance

• Support clients with recruitment enquiries, service updates, and account-related questions.
• Assist candidates with application enquiries, interview scheduling, onboarding, and general recruitment support.
• Guide users through Lamqora's recruitment process and online platforms.
• Ensure a positive experience throughout every stage of the customer journey.

Ticket & Case Management

• Log, track, and manage support tickets using the CRM/helpdesk system.
• Prioritise urgent issues appropriately.
• Monitor open cases until resolution.
• Maintain accurate customer records and interaction history.
• Document recurring issues and recommend improvements.

Administrative Support

• Coordinate appointments, interviews, and customer meetings.
• Prepare reports and customer documentation.
• Update customer information within CRM systems.
• Assist with onboarding new clients and candidates.
• Maintain organised digital records.

Customer Success

• Build positive relationships with customers.
• Identify opportunities to improve customer satisfaction.
• Gather customer feedback and communicate insights to management.
• Support customer retention initiatives.
• Help improve customer education resources, FAQs, and knowledge base articles.

Continuous Improvement

• Identify recurring customer issues and recommend process improvements.
• Assist in developing support procedures and service standards.
• Participate in training and product knowledge sessions.
• Stay informed about Lamqora's services, technology, and recruitment solutions.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Customer Satisfaction (CSAT) score.
• First Response Time.
• Average Resolution Time.
• First Contact Resolution rate.
• SLA compliance.
• Customer retention and positive feedback.
• Ticket accuracy and documentation quality.
• Overall quality assurance scores.

Required Experience

• 2–4 years of experience in Customer Service, Customer Support, Client Services, or Helpdesk Support.
• Excellent verbal and written English communication skills.
• Strong interpersonal and problem-solving abilities.
• Experience working with CRM or ticketing systems.
• Ability to manage multiple customer enquiries simultaneously.
• Strong organisational skills and attention to detail.
• Comfortable working independently in a remote environment.

Preferred Experience

Experience in one or more of the following industries is advantageous:

• Recruitment or Staffing
• Human Resources
• SaaS
• Technology
• Business Services
• BPO / Contact Centre
• Professional Services

Skills & Competencies

• Customer Service Excellence
• Active Listening
• Problem Solving
• Conflict Resolution
• Professional Communication
• Time Management
• Multitasking
• Attention to Detail
• CRM & Ticket Management
• Emotional Intelligence
• Team Collaboration
• Adaptability

Technology Stack

You'll regularly use:

• HubSpot CRM
• Helpdesk/Ticketing Platform
• Google Workspace
• Microsoft 365
• Slack
• Microsoft Teams
• Zoom
• ATS (Applicant Tracking System)
• AI-powered customer support tools

What Success Looks Like

Within your first 90 days, you will:

• Confidently manage customer enquiries across all support channels.
• Achieve customer satisfaction targets.
• Resolve support requests efficiently and professionally.
• Become proficient in Lamqora's CRM, ATS, and support systems.
• Build strong relationships with clients, candidates, and colleagues.
• Contribute ideas that improve customer experience and operational efficiency.

Why Join Lamqora?

Joining Lamqora means becoming part of a growing, innovative company where customer experience is at the heart of everything we do.

We offer:

• Competitive salary.
• Performance-based incentives.
• Ongoing training and professional development.
• Career progression into Customer Success, Operations, Account Management, or Team Leadership.
• Flexible remote working.
• A collaborative, supportive, and inclusive work environment.

Our Values

Everything we do is guided by our core values:

• Integrity – We act with honesty, transparency, and professionalism.
• Excellence – We deliver exceptional service and continuously raise our standards.
• Accountability – We take ownership of our work and our commitments.
• Collaboration – We work together to achieve outstanding outcomes.
• Innovation – We embrace technology and continuously improve how we serve our customers.
• Customer Success – Every interaction should create value and strengthen lasting relationships.

Ready to Join Us?

If you enjoy helping people, solving problems, and creating exceptional customer experiences, we'd love to hear from you.

Join Lamqora and play an important role in delivering world-class support to clients, candidates, and partners around the world.

Pay: R14 599,12 - R18 791,08 per month

Work Location: Remote