Customer Service (NRS) Agent Role – Apply now!

Job Details

📍 Location: Johannesburg, South Africa
🏢 Company: Digicall Group
🕒 Job Type: Full-Time
🗂 Job Category: Customer Service
📆 Closing Date: 13 February 2026
🧑‍💼 Position: Customer Service (NRS) Agent

Company Overview

At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive, and grow. Guided by our values of Bright, Agile, and True, we foster a work environment that motivates, connects, supports, and celebrates individuals.

Our culture embraces openness, continuous learning, service excellence, and respect for diversity. We are committed to creating inclusive solutions that empower people and strengthen communities.

Role Summary

The Customer Service (NRS) Agent provides real-time communication support to deaf and hard-of-hearing customers using South African Sign Language (SASL). The role ensures accessible, inclusive, and professional customer service across voice, video, and digital communication channels.

This position is ideal for individuals who are passionate about accessibility, service excellence, and making a meaningful impact through inclusive communication.

Key Responsibilities

• Provide accurate, confidential, and impartial SASL interpretation via video call and telephone relay in line with agreed client protocols

• Deliver professional customer service within required service level criteria

• Analyse customer requests and determine appropriate actions or support required

• Accurately log all call details and case information on relevant systems

• Maintain detailed case records and summaries in the case register

• Identify service gaps or failures and act immediately to resolve them

• Escalate complaints or complex issues promptly to the Supervisor or Manager

• Communicate workflows clearly to manage customer expectations

• Perform warm transfers to emergency services without delay

• Coordinate and implement appropriate solutions to customer needs

Qualifications

Minimum:

• Grade 12 or equivalent (NQF Level 4)

Preferred:

• Certification in South African Sign Language (SASL) interpreting

Experience

• Minimum 2 years’ experience as a SASL Interpreter, Sign Language Agent, or similar role

• Experience in customer service or contact centre operations will be advantageous

Skills and Knowledge

• Fluency in South African Sign Language (SASL)

• Strong spoken and written English communication skills

• Familiarity with video relay or video interpreting platforms

• High attention to detail and confidentiality

• Strong problem-solving and analytical skills

• Ability to work calmly under pressure

Benefits

Digicall Group offers a comprehensive range of benefits designed to support employee wellbeing and long-term success, including:

• Medical cover

• Provident fund

• Funeral cover

• Long service awards

• Learnerships and bursaries

• Employee wellness and recognition programmes

CV Tips

• Clearly state your SASL certification and fluency level

• Highlight interpreting or relay service experience

• Include experience with video or digital communication platforms

• Keep your CV concise, accurate, and impact-focused

• Mention any customer service or contact centre exposure

Company Policy

Digicall Group is committed to diversity, inclusion, and equal opportunity employment. Appointments are made based on merit, operational requirements, and alignment with company values. All recruitment processes are conducted fairly and in accordance with applicable labour legislation.