Customer Service Representative - Technical Support

Placements24; Kimberley; Hybrid; CAD 10,000 - 15,000; Full time

Benefits offered by this job

Medical aid

Training and skill development

Hybrid work model

Team activities

Job summary

Placements24 in Kimberley, Northern Cape, is seeking a diligent Customer Service Representative to support clients and resolve product issues. You will handle inquiries by phone, email, and chat, provide basic technical guidance, and work with sales and technical teams to ensure satisfaction.

The role offers a hybrid work model, competitive salary with benefits including medical aid, and opportunities for training and career growth.

Qualifications

• Previous experience in customer service or a technical support role is essential.
• Excellent communication and interpersonal skills, with a friendly and professional phone manner.
• Basic technical aptitude and the ability to understand and explain technical concepts.
• Strong problem-solving skills and attention to detail.
• Must be located in or able to commute to Kimberley, Northern Cape.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat regarding product usage, troubleshooting, and order status.
• Provide basic technical support and guidance for equipment operation and maintenance.
• Diagnose and resolve common customer issues, escalating complex problems to specialized technical teams.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, benefits, and available support resources.
• Collaborate with sales and technical departments to ensure seamless customer support.
• Proactively identify customer needs and suggest appropriate solutions or services.
• Contribute to a positive team environment and share best practices.

Skills

Customer service

Technical support

CRM software

Education

High school diploma

Technical training or certifications

Tools

CRM software

Microsoft Office

Job description

About the Role

Our client, a leading provider of specialized technical equipment, is seeking a diligent and customer-focused Customer Service Representative to join their team in Kimberley, Northern Cape . This role is pivotal in providing exceptional support to clients, addressing inquiries, and resolving technical challenges related to our client's products. You will be the primary point of contact, ensuring a positive and efficient customer experience. The ideal candidate will possess strong communication skills, a patient demeanor, and a keen ability to understand and explain technical information. This is a fantastic opportunity to join a reputable company and contribute to client satisfaction within the Kimberley, Northern Cape region. We are looking for individuals committed to providing outstanding service and fostering lasting customer relationships.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat regarding product usage, troubleshooting, and order status.
• Provide basic technical support and guidance for equipment operation and maintenance.
• Diagnose and resolve common customer issues, escalating complex problems to specialized technical teams.
• Process customer orders, returns, and exchanges efficiently and accurately.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, benefits, and available support resources.
• Collaborate with sales and technical departments to ensure seamless customer support.
• Proactively identify customer needs and suggest appropriate solutions or services.
• Contribute to a positive team environment and share best practices.

Requirements

• Previous experience in customer service or a technical support role is essential.
• Excellent communication and interpersonal skills, with a friendly and professional phone manner.
• Basic technical aptitude and the ability to understand and explain technical concepts.
• Strong problem-solving skills and attention to detail.
• Proficiency in using CRM software and standard office applications.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; technical training or certifications are a plus.
• Customer-centric attitude with a commitment to exceeding expectations.
• Must be located in or able to commute to Kimberley, Northern Cape .

Benefits

• Our client offers a competitive salary, alongside a benefits package that includes medical aid and opportunities for professional growth through training and skill development.
• The work environment is supportive and team-oriented, promoting a healthy work-life balance.
• This position utilizes a hybrid work model, offering a blend of in-office collaboration and remote flexibility.
• Employees gain valuable experience working with advanced technical products and contribute directly to client success in Kimberley, Northern Cape .
• Regular team activities and recognition programs foster a positive workplace culture.