Client Support Representative

Placements24; Pietermaritzburg; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Training and development programs

Paid time off

Team environment

Job summary

Placements24 is seeking a dedicated Client Support Representative in Pietermaritzburg, KwaZulu-Natal. You will handle client inquiries across channels, document interactions in the CRM, and ensure timely resolutions while upholding SLAs and high service standards.

The role requires strong communication, empathy, and problem-solving abilities to support customers and onboarding processes in a collaborative, hybrid environment.

Qualifications

• Previous experience in a customer service or client support role is essential.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills, with a patient and empathetic approach.
• Proficiency in using computers, common software applications, and CRM systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• A proactive attitude towards problem-solving and a willingness to learn.
• Must be able to work a hybrid schedule, blending remote work with on-site presence as required in Pietermaritzburg, KwaZulu-Natal.
• High school diploma or equivalent required; further education or relevant certificates are a plus.
• A strong commitment to providing exceptional customer service.

Responsibilities

• Respond to client inquiries and requests via phone, email, and internal messaging systems in a timely and professional manner.
• Provide accurate information regarding products, services, and account details.
• Troubleshoot and resolve client issues, escalating complex problems to senior team members or relevant departments when necessary.
• Document all client interactions, issues, and resolutions meticulously in the CRM system.
• Follow up with clients to ensure their issues have been resolved to their satisfaction.
• Identify opportunities to improve the client experience and provide feedback to management.
• Maintain a high level of product knowledge and understanding of company policies.
• Assist with customer onboarding processes and provide initial guidance.
• Contribute to team goals and objectives, fostering a collaborative and supportive environment.
• Adhere to service level agreements (SLAs) and performance metrics.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Problem solving

Multitasking

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client is seeking a dedicated and customer-focused Client Support Representative to join their expanding team in Pietermaritzburg, KwaZulu-Natal . This role is integral to maintaining high levels of customer satisfaction by providing prompt, accurate, and helpful support. The ideal candidate will have excellent communication skills, a patient demeanor, and a genuine desire to assist clients with their inquiries and issues. You will be responsible for managing incoming support requests, resolving problems efficiently, and ensuring a positive client experience across all touchpoints. This is an excellent opportunity to grow your career within a supportive environment in Pietermaritzburg .

Key Responsibilities

• Respond to client inquiries and requests via phone, email, and internal messaging systems in a timely and professional manner.
• Provide accurate information regarding products, services, and account details.
• Troubleshoot and resolve client issues, escalating complex problems to senior team members or relevant departments when necessary.
• Document all client interactions, issues, and resolutions meticulously in the CRM system.
• Follow up with clients to ensure their issues have been resolved to their satisfaction.
• Identify opportunities to improve the client experience and provide feedback to management.
• Maintain a high level of product knowledge and understanding of company policies.
• Assist with customer onboarding processes and provide initial guidance.
• Contribute to team goals and objectives, fostering a collaborative and supportive environment.
• Adhere to service level agreements (SLAs) and performance metrics.

Requirements

• Previous experience in a customer service or client support role is essential.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills, with a patient and empathetic approach.
• Proficiency in using computers, common software applications, and ideally, CRM systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• A proactive attitude towards problem-solving and a willingness to learn.
• Must be able to work a hybrid schedule, blending remote work with on-site presence as required in Pietermaritzburg, KwaZulu-Natal .
• High school diploma or equivalent required; further education or relevant certificates are a plus.
• A strong commitment to providing exceptional customer service.

Benefits

• Competitive hourly wage or annual salary.
• Opportunity to work with a well-established company with a strong reputation.
• Training and development programs to support career growth in Pietermaritzburg .
• A positive and collaborative team atmosphere.
• Standard employee benefits and paid time off.
• Make a real difference in customer satisfaction.