Customer Service Officer

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness programs

Paid sick leave and vacation days

Promotion and career development

Pension and provident options

Team-building activities

Training on new products and services

Job summary

Placements24 is seeking a Customer Service Officer in Richards Bay, KwaZulu-Natal, offering a hybrid work model. You will handle inquiries, resolve issues, and guide customers through services, ensuring accurate records and first-contact resolution where possible.

The role emphasizes empathy, professionalism under pressure, and collaboration across departments to maintain a high standard of customer satisfaction.

Qualifications

• Previous experience in a customer service or client support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and standard office applications.
• Ability to remain calm and professional under pressure.
• A customer-centric attitude with a genuine desire to help others.
• Willingness to work a hybrid schedule, splitting time between Richards Bay office and remote work.

Responsibilities

• Handle inbound customer inquiries via phone, email, and potentially in-person, providing information and assistance regarding services and accounts.
• Resolve customer issues efficiently and effectively, escalating complex problems to the relevant departments when necessary.
• Process customer requests such as account updates, service changes, and information dissemination.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Educate customers on available services, policies, and procedures to ensure a smooth customer journey.
• Identify customer needs and provide appropriate solutions, aiming for complete customer satisfaction.
• Collaborate with team members and other departments to ensure a cohesive customer experience.
• Adhere to company service standards and quality assurance guidelines.

Skills

Customer service

Communication

Active listening

Problem solving

CRM software

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

About the Role

Our client, a reputable organization within the (sector, e.g., utilities) industry, is seeking a diligent and customer-focused Customer Service Officer to join their team in Richards Bay, KwaZulu-Natal. This role is central to ensuring our customers receive timely, accurate, and helpful support for their inquiries and concerns. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a commitment to delivering outstanding service. You will be the primary point of contact for customers, handling a variety of requests and striving for first-contact resolution whenever possible. We are looking for an individual who can maintain a professional and empathetic demeanor, even in challenging situations. This position offers a great opportunity to grow within a stable company that values its employees and prioritizes customer satisfaction. The hybrid work model allows for a balance between in-office collaboration and remote flexibility, fostering a productive work environment.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and potentially in-person, providing information and assistance regarding services and accounts.


• Resolve customer issues efficiently and effectively, escalating complex problems to the relevant departments when necessary.


• Process customer requests such as account updates, service changes, and information dissemination.


• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.


• Educate customers on available services, policies, and procedures to ensure a smooth customer journey.


• Identify customer needs and provide appropriate solutions, aiming for complete customer satisfaction.


• Collaborate with team members and other departments to ensure a cohesive customer experience.


• Adhere to company service standards and quality assurance guidelines.

Requirements

• Previous experience in a customer service or client support role.


• Excellent verbal and written communication skills.


• Strong active listening and problem-solving abilities.


• Proficiency in using CRM software and standard office applications.


• Ability to remain calm and professional under pressure.


• A customer-centric attitude with a genuine desire to help others.


• High school diploma or equivalent qualification required.


• Willingness to work a hybrid schedule, splitting time between our Richards Bay, KwaZulu-Natal office and remote work.

Benefits

• Competitive annual salary.


• Company-sponsored health and wellness programs.


• Paid sick leave and vacation days.


• Opportunities for internal promotion and career development.


• Pension fund and provident fund options.


• Regular team-building activities and social events.


• Training on new products and services.