Customer Service Agent - Technical Inquiries

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Bonuses

Medical benefits

Training opportunities

Hybrid work

Career development

Job summary

Placements24 is seeking a diligent Customer Service Agent in Mahikeng, North West. You will manage technical inquiries, diagnose issues, and guide customers to resolutions while maintaining records in the CRM.

This hybrid role balances home and office collaboration, emphasising responsive support with a customer-first approach. Ideal candidates have a high school diploma, strong communication skills, and experience in customer service or technical support.

Qualifications

• Requires high school diploma; technical experience is advantageous.
• Customer service experience is required.
• Strong communication skills and active listening are essential.
• Ability to explain technical concepts in simple terms.
• Familiarity with CRM or helpdesk ticketing systems is preferred.

Responsibilities

• Respond to technical inquiries via phone, email, and chat.
• Troubleshoot and resolve common software/hardware issues.
• Provide clear, step-by-step instructions to customers.
• Escalate complex issues to specialized teams with notes.
• Maintain accurate records of interactions in the CRM.
• Adhere to SLAs and customer service standards.

Skills

Customer service

Technical support

Excellent communication

Explain technical concepts

CRM/ticketing systems

Problem solving

Education

High school diploma or equivalent

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking an attentive and resourceful Customer Service Agent to manage technical inquiries in Mahikeng, North West . This role is crucial for ensuring customers receive effective support for any technical challenges they encounter with our products or services. You will be the primary point of contact, diagnosing issues, providing clear guidance, and ensuring a satisfactory resolution. This hybrid role allows for a balance between working from home and collaborating in the office, fostering a productive and supportive team environment focused on delivering exceptional customer care.

Key Responsibilities

• Respond to customer inquiries regarding technical issues through various channels including phone, email, and chat.
• Troubleshoot and resolve common technical problems related to software and hardware.
• Provide clear, step-by-step instructions to customers to help them resolve issues.
• Escalate unresolved or complex technical issues to specialized support teams with detailed notes.
• Maintain accurate records of customer interactions and technical resolutions in the CRM system.
• Adhere to service level agreements (SLAs) and company customer service standards.

Requirements

• High school diploma or equivalent qualification; experience in a technical role is advantageous.
• Demonstrable experience in customer service or a related support function.
• Excellent communication and listening skills, with the ability to explain technical concepts simply.
• Proficiency in using computers, common software applications, and navigating online platforms.
• Experience with helpdesk ticketing systems or CRM software is preferred.
• Ability to remain patient and professional when dealing with frustrated customers.

Benefits

• Competitive annual salary with potential for performance-based bonuses.
• Comprehensive medical and retirement benefits package.
• Training opportunities to enhance technical and customer service skills.
• A supportive hybrid work model in Mahikeng , promoting work-life balance.
• Join a dedicated team focused on customer satisfaction and technical excellence.