Customer Service Representative - Technical Focus

Placements24; Soweto; On-site; ZAR 150,000 - 210,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Technical training

Paid time off

Job summary

Placements24 is seeking a technically inclined Customer Service Representative in Soweto to handle inquiries and technical issues with clear guidance. You will troubleshoot, educate customers on product features, and document resolutions to improve service quality.

The role focuses on delivering patient, analytical support, using helpdesk and CRM tools, and acting as a reliable point of contact for customers in the Soweto area.

Qualifications

• Previous experience in a customer service role with preference for technical support.
• Strong understanding of technology and ability to troubleshoot issues.
• Excellent communication and active listening skills.

Responsibilities

• Handle customer inquiries and technical issues related to products or services.
• Diagnose and resolve customer problems with clear, step-by-step guidance.
• Escalate complex technical issues to the appropriate support tier.
• Document customer interactions, troubleshooting steps, and resolutions.
• Educate customers on product features and best practices to prevent issues.
• Provide feedback to product and development teams on common challenges.

Skills

Customer service

Technical support

Troubleshooting

Communication

CRM systems

Education

High school diploma

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is seeking a technically inclined Customer Service Representative to join their team in Soweto . This specialized role requires providing support for products or services that have a technical component, demanding both strong communication skills and a solid understanding of technical concepts. You will be responsible for troubleshooting issues, guiding customers through technical processes, and ensuring their satisfaction. The ideal candidate is patient, analytical, and eager to learn, making them a valuable asset to the team and a reliable point of contact for customers in the Soweto area, contributing to a culture of technical excellence and customer care.

Key Responsibilities

• Handle customer inquiries and technical issues related to specific products or services.
• Diagnose and resolve customer problems, providing clear, step-by-step guidance.
• Escalate complex technical issues to the appropriate support tier or department.
• Document customer interactions, troubleshooting steps, and resolutions accurately.
• Educate customers on product features and best practices to prevent future issues.
• Provide feedback to the product and development teams on common technical challenges faced by customers.

Requirements

• Previous experience in a customer service role, with a preference for technical support experience.
• Strong understanding of technology and the ability to troubleshoot technical issues.
• Excellent communication and active listening skills, with the ability to explain technical concepts simply.
• Proficiency in using helpdesk software and CRM systems.
• A keen analytical mind and strong problem-solving abilities.
• High school diploma or equivalent; technical certifications are a significant advantage.

Benefits

• Competitive salary and potential for performance-based incentives.
• Comprehensive health insurance and retirement benefits.
• Opportunities for technical training and career advancement.
• A supportive team environment focused on problem-solving and customer satisfaction in Soweto .
• Paid time off and holiday leave.