Bilingual Customer Support Representative (English/Setswana)

Placements24; Johannesburg; On-site; ZAR 96,000 - 138,000; Full time

Benefits offered by this job

Competitive hourly wage

Performance-based bonuses

Comprehensive training

Career advancement

Diverse customer base exposure

Supportive team environment

Job summary

Placements24 is recruiting for a Bilingual Customer Support Representative in Johannesburg, Gauteng. You will handle inquiries in English and Setswana across phone, email, and chat, delivering prompt, professional support and escalating where needed.

You will document interactions in the CRM, maintain SLA adherence, and contribute to a positive customer journey. Training provided with opportunities for growth within a well-established telecommunications environment.

Qualifications

• Fluent in English and Setswana, written and spoken.
• Experience in customer service or call center preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with computer systems and CRM software.

Responsibilities

• Respond to customer inquiries and resolve issues via phone, email, and chat.
• Provide bilingual support in English and Setswana with clear communication.
• Troubleshoot product/service issues and guide customers through features.
• Document interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments as needed.
• Educate customers on services, policies, and procedures.
• Maintain high customer satisfaction and first-call resolution rates.
• Adhere to SLAs and company quality standards.
• Identify trends in inquiries to improve service delivery.

Skills

Bilingual English-Setswana

Customer service

CRM software

Communication skills

Active listening

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client, a leading telecommunications provider headquartered in the bustling metropolis of Johannesburg , Gauteng , is seeking dedicated and articulate Bilingual Customer Support Representatives. This role is crucial in ensuring exceptional customer service delivery to our diverse clientele. As a Bilingual Representative, you will be the first point of contact for customers, providing support and resolving inquiries in both English and Setswana. You will handle a variety of customer issues, including technical support, billing inquiries, and service requests, with professionalism and efficiency. The ideal candidate is a patient, empathetic communicator with a strong desire to help others and a passion for providing outstanding customer experiences. This is a significant opportunity to join a well-established company in the heart of Gauteng , contributing to a positive customer journey and building a rewarding career in the vibrant city of Johannesburg .

Key Responsibilities

• Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
• Provide support in both English and Setswana, ensuring clear and effective communication.
• Troubleshoot and diagnose customer issues related to products and services.
• Guide customers through product features, services, and troubleshooting steps.
• Accurately document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Educate customers on services, policies, and procedures.
• Maintain a high level of customer satisfaction and first-call resolution rates.
• Adhere to service level agreements (SLAs) and company quality standards.
• Identify trends in customer inquiries to provide feedback for service improvement.

Requirements

• Fluency in both English and Setswana (written and spoken) is mandatory.
• Previous experience in a customer service or call center environment is preferred.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with computer systems and CRM software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; further education or certifications are a plus.
• Willingness to work flexible shifts, including evenings and weekends, if required.
• A positive and professional demeanor.

Benefits

• Competitive hourly wage and potential for performance-based bonuses.
• Comprehensive training program to ensure success in the role.
• Opportunities for career advancement within a reputable company.
• Exposure to a diverse and dynamic customer base in Johannesburg .
• A supportive team environment dedicated to employee success.
• Contribution to customer satisfaction in the telecommunications sector.