Customer Service Agent - Hybrid Role

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

Benefits offered by this job

Health & wellness

Training & development

Hybrid work

Team atmosphere

Job summary

Placements24 in Durban is seeking a customer service agent to join their team in a hybrid role, handling inquiries and ensuring a positive experience.

You will manage calls, emails, and live chat, resolve issues, and document interactions in the CRM, collaborating with internal teams to meet SLAs.

This role offers flexibility between remote and office work, opportunities for training, and a supportive team environment.

Qualifications

• Experience in customer service or call center.
• Strong communication and active listening.
• Familiar with helpdesk software and CRM.
• Able to work hybrid model.

Responsibilities

• Handle inbound customer calls, emails, and live chat inquiries, providing accurate information and solutions.
• Troubleshoot customer issues and aim for first-contact resolution.
• Document customer interactions in the CRM system.
• Collaborate with internal teams to resolve escalated customer concerns.
• Adhere to SLAs for response and resolution times.
• Contribute to improving support processes and resources.

Skills

Communication skills

Active listening

Helpdesk software

Multitasking

Tools

CRM systems

Job description

About the Role

Our client is seeking a dynamic and customer-focused Customer Service Agent to join their team in Durban . This hybrid role offers the flexibility of working both remotely and from the office, providing a balanced approach to work and collaboration. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive experience with our client's services. This position is crucial for maintaining high customer satisfaction and loyalty. We are looking for individuals who possess excellent communication skills and a passion for helping others, contributing to a supportive and efficient team environment.

Key Responsibilities

• Handle inbound customer calls, emails, and live chat inquiries, providing accurate information and solutions.
• Troubleshoot customer issues related to products and services, aiming for first-contact resolution.
• Document customer interactions, feedback, and resolutions in the CRM system.
• Collaborate with internal teams to resolve escalated customer concerns effectively.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Contribute to improving customer support processes and resources.

Requirements

• Previous experience in a customer service or call center environment.
• Strong communication and active listening skills.
• Proficiency in using helpdesk software and customer management tools.
• Ability to multitask and manage time effectively in a hybrid work model.
• A customer-centric attitude with a passion for problem-solving.
• Comfortable working both independently remotely and collaboratively in an office setting.

Benefits

• Competitive annual salary commensurate with experience.
• Opportunity to work in a hybrid model, balancing remote and office work.
• Access to health and wellness programs.
• Training and development opportunities to enhance skills.
• A positive and engaging team atmosphere.