Customer Service Representative II

Placements24; Vereeniging; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

On-site team environment

Medical and retirement benefits

Training and advancement

Employee wellness programs

Job summary

Placements24 is seeking an experienced Customer Service Representative II to join our Vereeniging team on-site. The role emphasizes handling complex customer issues, providing deep product knowledge, and mentoring junior team members in a collaborative office setting.

Ideal candidates bring 3+ years in customer service, including a year in a senior or escalated capacity, strong communication skills, and proficiency with CRM and helpdesk tools.

Qualifications

• Minimum of 3 years of experience in customer service, with at least 1 year in a senior or escalated role.
• In-depth knowledge of company products and services.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in CRM systems and helpdesk software.
• Ability to work independently and as part of a collaborative team in an office setting.
• Strong organizational skills and attention to detail.

Responsibilities

• Handle escalated customer complaints and resolve complex service issues effectively.
• Provide advanced product support and technical assistance.
• Train and mentor junior customer service representatives.
• Analyze customer feedback to identify areas for service enhancement.
• Manage a portfolio of key customer accounts, ensuring retention and satisfaction.
• Document all interactions and resolutions accurately in the customer database.

Skills

Customer service

Communication

Problem solving

Team collaboration

Organizational skills

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client is seeking a seasoned Customer Service Representative II to join their established team in Vereeniging. This role requires a higher level of expertise in handling complex customer issues, providing in-depth product knowledge, and contributing to service improvement initiatives. You will be a key player in ensuring customer satisfaction and loyalty through exceptional service delivery. This is an on-site position within our Vereeniging office, offering a dynamic team environment and direct mentorship opportunities. We are looking for an individual who is passionate about helping others and committed to upholding our company's reputation for outstanding customer care.

Key Responsibilities

• Handle escalated customer complaints and resolve complex service issues effectively.
• Provide advanced product support and technical assistance.
• Train and mentor junior customer service representatives.
• Analyze customer feedback to identify areas for service enhancement.
• Manage a portfolio of key customer accounts, ensuring retention and satisfaction.
• Document all interactions and resolutions accurately in the customer database.

Requirements

• Minimum of 3 years of experience in customer service , with at least 1 year in a senior or escalated role.
• In-depth knowledge of company products and services.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in CRM systems and helpdesk software.
• Ability to work independently and as part of a collaborative team in an office setting.
• Strong organizational skills and attention to detail.

Benefits

• Competitive salary and potential for performance bonuses.
• On-site work environment with a supportive team.
• Comprehensive benefits package including medical and retirement contributions.
• Opportunities for further professional training and advancement.
• Employee wellness programs.