Customer Service Representative

Xapply; South Africa; À distance; ZAR 180 000 - 300 000; Plein temps

Résumé du poste

Xapply is seeking an experienced Customer Service Representative to support customers in manufacturing or distribution contexts, via phone, email and chat, from a fully remote setting. You will provide professional, responsive support, answer inquiries, manage escalations, and collaborate with internal teams and vendors to meet customer needs with accurate lead-time and delivery information.

The ideal candidate is highly organized, detail-oriented, and comfortable in a fast-paced environment

Qualifications

• High School Diploma or GED is required.
• 2+ years of customer service experience.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-building skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Responsabilités

• Answer calls promptly and professionally; aim to answer within three rings.
• Respond to emails within ~2 hours during business hours.
• Reply to live chat inquiries within 1–2 minutes.
• Monitor voicemail and return calls within 1–2 hours.
• Provide accurate information on products, availability, and lead times.
• Coordinate with internal teams to resolve customer inquiries and issues.
• Work with vendors to obtain shipment dates and delivery information.
• Follow up with customers after sales to ensure satisfaction.
• Elevate repeat replacement cases to Quality when needed.

Connaissances

Customer service

Communication

Multitasking

Teamwork

Problem solving

Formation

High School Diploma or GED

Outils

ERP systems

Description du poste

We are looking for an experienced Customer Service Representative with a strong background in manufacturing or distribution to join our team.

You will be responsible for providing professional, responsive support to customers across phone, email and chat. This includes answering general enquiries, managing escalated issues, providing accurate lead-time and delivery information, and working closely with internal teams and vendors to ensure customer needs are met.

The ideal candidate is highly organized, detail-oriented and confident working in a fast-paced environment where prioritizing and managing multiple tasks is essential.

Key Responsibilities

• Answer incoming calls promptly and professionally, with a goal of answering 100% of calls within three rings.
• Respond to customer emails within approximately 2 hours during business hours.
• Respond to live chat enquiries within 1-2 minutes.
• Monitor voicemail and return calls within 1-2 hours during business hours.
• Handle customer questions, concerns and escalated issues professionally and efficiently.
• Provide customers with accurate information regarding products, availability, lead times and deliveries.
• Recommend suitable alternative products based on cost, availability and specifications when the requested product is unavailable.
• Work closely with Order Entry, Accounting, Purchasing, Sales and Operations to resolve customer enquiries and issues.
• Communicate with vendors and Purchasing to obtain accurate shipment dates and expected delivery information.
• Monitor scheduled shipments and proactively follow up or expedite orders where required.
• Contact carriers to reroute, stop or expedite freight when necessary.
• Follow up with customers after sales to ensure ongoing satisfaction and address any concerns or complaints.
• Follow up on customer enquiries within 1-2 hours and work towards resolving issues within 24 hours of the initial enquiry.
• Identify repeat replacement requests and elevate cases involving a second replacement of the same item to the Quality team.
• Maintain accurate and detailed customer information and records.
• Manage time effectively and consistently meet individual performance expectations.
• Work collaboratively with colleagues across the organisation.
• Complete other customer service or administrative duties as required by business needs.

What We're Looking For

Required:

• High School Diploma or GED.
• 2+ years of customer service experience.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-building skills.
• Excellent attention to detail and accuracy.
• Ability to prioritize and manage multiple tasks effectively.
• Comfortable working in a fast-paced environment.
• Strong problem-solving skills and a proactive approach to customer issues.
• Ability to communicate effectively with individuals at all levels of an organization.
• Ability to work independently while also contributing effectively within a team.

Preferred:

• Experience working within a manufacturing or distribution environment.
• Experience using ERP systems.
• Previous experience in a customer-facing role involving order management, logistics or product support.

Equipment requirements NB:

• Computer
• 2 monitors
• HDMI cables
• Mouse
• Keyboard
• Headset to take calls

Work Environment

This is a fully remote customer service position. The role requires regular use of computers, phones and standard office equipment.

You will need to be comfortable spending extended periods working at a computer and communicating with customers and colleagues by phone, email and chat.

Schedule

• Full-time
• Monday-Friday
• 7:00 AM-3:30 PM Central Time
• Travel is not normally required, although occasional travel may be requested based on business needs.