Customer Support Agent - Bilingual (Afrikaans/English)

Placements24; United States; Hybrid; USD 11,000 - 15,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive medical benefits

Retirement benefits

Paid training programs

Career growth opportunities

Team-building events

Company-provided laptop

Wellness initiatives

Job summary

Placements24 is seeking a fluent Customer Support Agent in Paarl, Western Cape, SA. The role requires bilingual English and Afrikaans communication to assist a diverse customer base via phone, email and chat.

You will handle inquiries, resolve issues, and guide customers through financial product processes in a hybrid office/remote setup. The ideal candidate has strong interpersonal skills, stellar communication, and a patient, empathetic approach.

Qualifications

• Fluency in written and spoken English and Afrikaans.
• Experience in customer service or related field.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage time effectively.
• Proficiency in computer usage and common office software.
• Patient and empathetic approach to customer interactions.
• High school diploma or equivalent; tertiary education is an advantage.
• Hybrid office and remote environment experience.
• Located in or willing to commute to Paarl, Western Cape, ZA.

Responsibilities

• Handle inquiries and provide support in English and Afrikaans via phone, email, and chat.
• Address concerns and resolve issues promptly.
• Provide information on financial products, services, and account management.
• Guide customers through processes and troubleshoot common problems.
• Document interactions in the CRM system.
• Escalate complex issues to senior representatives when needed.
• Adhere to company policies and procedures for compliance.
• Contribute to maintaining high customer satisfaction ratings.
• Participate in team meetings and training sessions.
• Gather customer feedback to identify areas for improvement.

Skills

Bilingual English Afrikaans

Customer service

Interpersonal skills

Communication

Multitasking

CRM usage

Time management

Education

High school diploma

Tertiary education advantageous

Tools

CRM system

Office software

Job description

About the Role

Our client, a prominent financial services provider, is seeking a fluent and articulate Customer Support Agent with strong English and Afrikaans language skills. This hybrid role, based in the picturesque town of Paarl, Western Cape, ZA , offers a balanced approach to work, combining in‑office collaboration with remote flexibility. You will be the primary point of contact for a diverse customer base, providing exceptional support and ensuring their needs are met efficiently and effectively. Your ability to communicate clearly and empathetically in both languages will be crucial in building trust and fostering strong customer relationships. This position is ideal for individuals who are passionate about customer service, possess excellent interpersonal skills, and are eager to contribute to a supportive team environment. You will handle a range of inquiries, from account inquiries to problem resolution, ensuring all interactions are professional and adhere to company standards. This is an excellent opportunity to develop your career in customer support within a reputable organization that values its employees and offers continuous learning and development opportunities.

Key Responsibilities

• Handle customer inquiries and provide support in both English and Afrikaans via phone, email, and chat.
• Address customer concerns and resolve issues promptly and effectively.
• Provide information on financial products, services, and account management.
• Guide customers through processes and troubleshoot common problems.
• Document all customer interactions accurately in the CRM system.
• Escalate complex issues to senior representatives or management when necessary.
• Adhere to company policies and procedures, ensuring compliance.
• Contribute to maintaining high customer satisfaction ratings.
• Participate in team meetings and training sessions.
• Assist in gathering customer feedback to identify areas for improvement.

Requirements

• Fluency in both written and spoken English and Afrikaans.
• Previous experience in customer service or a related field.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage time effectively.
• Proficiency in computer usage and common office software.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; tertiary education is an advantage.
• Ability to work effectively in a hybrid office and remote environment.
• Strong understanding of customer service principles.
• Located in or willing to commute to Paarl, Western Cape, ZA .

Benefits

• Competitive salary package.
• Hybrid work model for improved work-life balance.
• Comprehensive medical and retirement benefits.
• Opportunities for professional growth and skill development.
• Paid training programs.
• Positive and collaborative team atmosphere.
• Employee wellness initiatives.
• Potential for performance-based bonuses.
• Company-provided laptop and necessary tools.
• Regular team social events.