International Contact Center Agent (UK) – Mango5 – Western Cape, South Africa
📍 Location: Western Cape
📅 Date Posted: 03 April 2025
🆔 Reference Number: MGOPML
💼 Job Type: Permanent
📆 Application Closing Date: Ongoing
About the Company
Mango5 is a leading Business Process Outsourcing (BPO) provider based in Cape Town, South Africa. Renowned for its commitment to delivering high-quality outsourcing services, Mango5 partners with both local and international clients, including those in the healthcare, telecommunications, financial services, and retail sectors. Our vibrant office culture and track record of excellence have established us as a premier destination for professionals seeking growth in the customer service and administrative industries.
Role Overview
We are currently seeking an enthusiastic and detail-oriented International Contact Center Agent to support one of our prestigious new clients based in the United Kingdom. The client is an award-winning diagnostic services provider specializing in Ultrasound and Cardiology, working closely with the UK’s National Health Service (NHS) to deliver community-based diagnostic solutions across the country.
This is a golden opportunity for a motivated professional to become part of an internationally recognized healthcare support team, providing non-clinical patient assistance, coordinating appointments, and managing sensitive communications with empathy and precision.
Key Responsibilities
As an International Contact Center Agent, you will play a vital role in ensuring seamless coordination of diagnostic services for patients across the UK. Your duties will include:
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Responding to inbound calls with professionalism and empathy, delivering excellent customer service to patients and healthcare professionals.
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Coordinating referrals by processing incoming documents, liaising with clinicians, and updating patient records in real-time.
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Handling appointment scheduling: contacting patients to confirm, book, or reschedule their diagnostic appointments within agreed KPIs/SLAs.
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Making courtesy calls to remind patients of upcoming appointments and provide detailed information about clinic locations and preparation procedures.
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Delivering accurate non-clinical advice related to appointment logistics, ensuring patients are well-informed and reassured.
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Performing administrative support tasks, including resolving queries, updating databases, and ensuring the highest standard of data integrity.
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Maintaining compliance with quality assurance standards, with a strong emphasis on attention to detail, empathy, and clarity in communication.
Qualifications and Experience
Minimum Requirements:
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Matric (Grade 12) certificate
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At least 1 year of contact center experience
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Minimum 1 year in a customer service role, preferably dealing with international clients (UK or USA)
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Experience working in a KPI-driven or target-focused environment
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No criminal record
Key Skills:
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Strong attention to detail and organizational abilities
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Excellent verbal and written communication skills
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Ability to handle sensitive situations with empathy and professionalism
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Capable of multitasking and working under pressure
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Confident typing and computer literacy
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Reliable and team-oriented with a commitment to exceptional service delivery
Working Hours
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Rotational shifts from Monday to Sunday
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Hours vary between 9:00 AM – 6:00 PM or 10:00 AM – 7:00 PM, depending on daylight savings
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One late shift every 6 weeks may be required
What the Company Offers
💰 Remuneration:
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Basic Salary: R8,000 per month
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Commission: Up to R2,000
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Shift Allowance: R500
🎁 Employee Benefits (After 3 Months):
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Medical Insurance
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YouAssist Emergency Response and Trauma Support
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Access to LMS (Learning Management System) for professional and personal development
Equal Opportunity Statement
Mango5 is committed to creating an inclusive and diverse workplace. We encourage applications from individuals across all backgrounds and are proud to be an equal opportunity employer.
How to Apply
If you’re ready to join a dynamic international team, contribute to life-changing healthcare services, and grow your career in a supportive environment, apply today! Submit a detailed CV that highlights your qualifications and relevant experience.
Due to high application volumes, only shortlisted candidates will be contacted. If you do not hear from us within two weeks, your profile will be retained for future opportunities.
Explore More Opportunities
Discover additional career openings by visiting: https://jobsandcareeropportunities.co.za
