Customer service representative

Novus Holdings Limited; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Novus Holdings Limited in Johannesburg is seeking a Customer Service Representative to deliver exceptional service and resolve queries efficiently. The role focuses on meeting SLAs, handling inquiries via phone and email, and maintaining accurate records in the CRM system.

You will compile reports, address complaints promptly, coordinate with operations and sales, and contribute to ongoing service improvements to ensure seamless customer experiences.

Qualifications

• Matric (high school completion) is required.
• Additional qualifications in logistics, business administration, or related field are a plus.
• Proficiency in CRM systems and other relevant software.

Responsibilities

• Handle and resolve customer inquiries via phone, email and other channels.
• Meet established SLAs to ensure timely customer service.
• Prepare and compile reports as requested by management.
• Address and resolve customer complaints promptly and professionally; follow up for satisfaction.
• Utilize CRM systems to manage interactions and maintain detailed records.
• Work closely with operations and sales to ensure seamless service delivery.
• Identify opportunities for process improvements and contribute to best practices.

Skills

Customer service

CRM proficiency

Communication

Education

Matric (high school completion)

Logistics / Business Admin related

Tools

CRM software

Job description

Job category: Transport, Logistics and Freight

Location: Johannesburg

Contract: Permanent

Remuneration: Market Related

EE position: No

Introduction

We seek to appoint a dynamic and energetic individual to assume responsibility of a customer service representative.

Role overview: Responsible for resolving customer queries, meeting Service Level Agreements (SLAs), compiling reports, and resolving complaints in a timely manner. Proficiency in Customer Relationship Management (CRM) systems is essential. The position will be based in our offices in Johannesburg, Ormonde.

Responsibilities

• Efficiently handle and resolve customer inquiries via phone, email, and other communication channels.
• Ensure all queries are addressed promptly and accurately.
• Adhere to and meet established Service Level Agreements (SLAs) to ensure timely and effective customer service.
• Prepare and compile various reports as requested by management.
• Address and resolve customer complaints in a timely and professional manner. Follow up with customers to ensure satisfaction and prevent recurrence of issues.
• Utilize CRM systems to manage customer interactions, track issues, and maintain detailed records of customer communications.
• Work closely with other departments, including operations and sales, to ensure seamless service delivery and resolve any logistical issues.
• Identify opportunities for process improvements and contribute to the development of best practices in customer service.

Qualifications

• Matric (high school completion).
• Additional qualifications in logistics, business administration, or a related field are a plus.
• Proficiency in CRM systems and other relevant software.