Customer Support Agent – Lancet

Lancet Laboratories is inviting suitably qualified candidates to apply for a Customer Support Agent position based in Richmond. The role is responsible for handling customer queries across multiple communication channels and providing accurate, professional and customer-focused support.

Job Details

• Company: Lancet Laboratories
• Position: Customer Support Agent
• Reference Number: 1226321
• Location: Richmond
• Employment Type: Permanent
• Starting Date: 22 September 2026
• Closing Date: 29 September 2026
• Remuneration: Not specified

About the Customer Support Agent Position

The Customer Support Agent will provide customer service and information through various communication channels, including telephone calls, WhatsApp, Live Chat and email.

The successful candidate will be expected to handle high volumes of customer interactions, provide accurate information in line with approved procedures, resolve queries where possible and escalate matters requiring further attention.

The position requires a customer-focused individual who can communicate effectively while maintaining confidentiality and meeting required service standards.

Key Responsibilities

The successful candidate will be responsible for:

• Handling high-volume inbound customer interactions across multiple channels, including calls, WhatsApp, Live Chat, email and other digital platforms.
• Responding to customer queries and providing relevant and accurate information.
• Delivering information in accordance with approved Standard Operating Procedures (SOPs) and knowledge bases.
• Providing First Contact Resolution (FCR) where possible.
• Escalating priority issues, logging interactions and routing queries correctly.
• Following up on escalated matters to improve customer satisfaction and retention.
• Performing administrative duties and meeting required quality and statistical targets.
• Protecting customer and patient confidentiality at all times.
• Complying with quality assurance standards and company operational procedures.
• Maintaining a customer-centric approach when dealing with clients.
• Adhering to required schedules and ensuring Service Level Agreements (SLAs) are met.
• Supporting customer service objectives and performance targets.
• Providing additional support when required to ensure seamless customer service delivery.

• Admin Tourism Service Excellence Ambassador
• Hygiene Technician x3 (FTC) – Anglo American
• Nedbank Client Advisor – Multiple Positions
• Print Room Operator (Production) – Lancet Laboratories
• Cashier: Station Fare Collection – IRPTN

Minimum Requirements

Applicants must have:

• Grade 12 or a relevant NQF Level 4 qualification.

Experience Required

• 1–2 years’ relevant customer service experience in a customer-centre/contact-centre environment.
• Experience handling customer queries through voice or digital channels.
• Previous experience in a contact centre or healthcare environment will be advantageous.

Key Competencies

Lancet Laboratories is looking for a candidate who demonstrates:

• Analytical skills
• Assertiveness
• Attention to detail
• Deadline orientation
• Ethical behaviour
• Planning and organising skills
• Stress management
• Sustained attention
• Customer centricity
• Omni-channel communication skills

What the Role Requires

The Customer Support Agent must be able to work effectively across different customer communication platforms while maintaining professionalism and accuracy.

The successful candidate should be comfortable dealing with high volumes of queries, managing competing priorities and working within defined service levels. Strong communication, attention to detail and the ability to maintain confidentiality are important for the role.

Location

Richmond, South Africa

Closing Date

29 September 2026

Applicants are encouraged to submit their applications before the closing date.

How to Apply

Interested and suitably qualified candidates can apply for the Customer Support Agent – Reference 1226321 position through the Lancet Laboratories recruitment portal by selecting the Apply Now option.

Important: Ensure that your application contains accurate and up-to-date information and that you meet the stated minimum requirements before applying.