Customer Service Representative

50E6F6Ec-Ba7D-4Bcf-8073-B98040953B01; Gauteng; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A software support company in South Africa is seeking a motivated Customer Service Representative. This role requires clear communication and problem-solving skills to support clients effectively. Key responsibilities include engaging with clients, troubleshooting issues, and educating them about software features. Ideal candidates will possess strong decision-making abilities and excellent organizational skills, along with proficiency in Microsoft Office. Join us to help enhance customer satisfaction and contribute to a collaborative work environment.

Qualifications

• Strong decision-making abilities.
• Ability to collaborate effectively with internal departments.
• Excellent organizational and time management skills.
• Strong command of English (written and verbal).
• Good knowledge of Microsoft Office Suite.

Responsibilities

• Serve as the first point of contact for clients.
• Engage with clients via phone, email, and chat.
• Assess incoming support requests for urgency.
• Diagnose and troubleshoot issues with software.
• Independently resolve straightforward technical issues.
• Work with Tier 2 for advanced technical issues.
• Guide clients on software features and best practices.
• Adhere to internal quality assurance standards.

Skills

Strong decision-making abilities

Effective collaboration

Excellent organizational skills

Strong command of English

Excellent communication skills

Ability to work under pressure

Attention to detail

Good knowledge of Microsoft Office

Job description

Overview

We are seeking a motivated and client-focused Customer Service Representative to join our software support team. In this role, you will serve as the first point of contact for clients, delivering timely, empathetic, and effective support. Your ability to communicate clearly, resolve issues efficiently, and educate clients will be key to ensuring an exceptional customer experience.

Responsibilities

• Client Support: Serve as the first point of contact for clients, ensuring they receive prompt, professional, and helpful technical assistance. Strong communication, problem-solving, and teamwork skills are essential in delivering an exceptional support experience.
• Client Communication: Engage with clients via phone, email, and chat to understand their inquiries, concerns, and technical issues. Maintain a professional, patient, and empathetic approach, ensuring communication is clear and solution-focused.
• Issue Triage: Assess incoming support requests to determine urgency and impact. Prioritize and categorize issues accurately for effective resolution.
• Troubleshooting: Apply your understanding of the software products to diagnose and troubleshoot issues. Follow established processes to identify root causes and provide initial solutions.
• Issue Resolution: Independently resolve straightforward technical issues using available resources and documentation. Ensure solutions are accurate, consistent, and aligned with company standards.
• Escalation: Work closely with Tier 2 or other technical teams when issues require advanced expertise. Provide clear and comprehensive documentation to ensure smooth and timely escalation.
• Client Education: Guide clients on basic software features, functionalities, and best practices to help them use the system effectively and confidently.
• Quality Assurance: Adhere to internal QA standards to ensure support interactions are handled professionally, accurately, and in line with company expectations.
• Maintain a focus on high client satisfaction.
• Continuous Learning: Stay informed about system updates, enhancements, and new features. Participate in training and development activities to strengthen technical knowledge.

Minimum Requirements

• Strong decision-making abilities
• Ability to collaborate effectively with internal departments
• Excellent organizational and time management skills
• Strong command of English (written and verbal)
• Excellent communication skills with clients and internal stakeholders
• Ability to work under pressure and adapt to change
• High level of discretion and trustworthiness
• Strong attention to detail
• Good knowledge of Microsoft Office Suite
• Proficient understanding of internal systems and product knowledge