Customer Experience & Support Specialist

iContact BPO; Randburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

iContact BPO in Randburg, Gauteng, is seeking a Customer Relations Specialist to deliver exceptional customer service by handling enquiries, resolving issues, and ensuring a positive experience. You will communicate with customers via phone and email, provide accurate information on products and services, assist with order tracking, returns and warranty claims.

The role emphasizes timely problem solving, recording interactions in the CRM, and contributing to team targets.

Qualifications

• Matric Certificate or equivalent.
• Clear Criminal Record.
• Fluent English, oral and written.
• Very good knowledge of Microsoft Office.
• Strong knowledge retention and information recall.
• Creative thinking and problem‑solving abilities.
• Effective verbal and written communication skills.
• Ability to work flexibly to the needs of the business and under pressure.

Responsibilities

• Respond to customer enquiries via phone and email in a professional and courteous manner.
• Provide accurate product and service information.
• Assist customers with order tracking, returns, exchanges, and warranty claims.
• Resolve customer complaints promptly while maintaining a high level of customer satisfaction.
• Accurately record all customer interactions in the CRM system.
• Maintain current knowledge of products, services, and company processes.
• Meet individual and team performance, quality, and productivity targets.
• Participate in ongoing training, coaching, and development programmes.
• Deliver a consistently positive and customer‑centric experience.

Skills

Customer service

Communication

Problem solving

Attention to detail

Under pressure

Education

Matric certificate or equivalent

Tools

MS Office

Job description

iContact BPO in Randburg, Gauteng, is seeking a Customer Relations Specialist to deliver exceptional customer service by handling enquiries, resolving issues, and ensuring a positive experience. You will communicate with customers via phone and email, provide accurate information on products and services, assist with order tracking, returns and warranty claims.

The role emphasizes timely problem solving, recording interactions in the CRM, and contributing to team targets.