Customer Service Representative - Technical Inquiries

Placements24; Benoni; Hybrid; ZAR 83,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Paid time off

Employee discounts on company products

Training and advancement opportunities

Job summary

Placements24 is seeking a Customer Service Representative in Benoni, Gauteng, blending in-person and remote work in a hybrid setup. You will handle inquiries via phone, email, chat, and social media, offering first-line technical support for consumer electronics, and guiding customers through diagnostic steps.

You will document interactions in the CRM, maintain up-to-date product knowledge, and collaborate with teams to resolve issues and improve the customer experience.

Qualifications

• Experience in customer service or technical support preferred.
• Strong communication and active listening skills.
• Ability to explain technical concepts in simple terms.

Responsibilities

• Respond to inquiries via phone, email, chat, and social media in a professional manner.
• Provide first-level technical support for product issues including setup and troubleshooting.
• Guide customers through diagnostic steps and resolution processes.
• Escalate complex issues to senior staff with detailed information.
• Document all interactions in the CRM system.
• Maintain product knowledge to assist customers.
• Identify trends and provide feedback to improve documentation.

Skills

Customer service

Technical troubleshooting

Communication

CRM proficiency

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client, a dynamic tech startup specializing in consumer electronics, is seeking an enthusiastic and customer-focused Customer Service Representative with a knack for technical troubleshooting. This role is integral to our mission of providing outstanding support and ensuring customer satisfaction with our innovative products. The ideal candidate will be adept at handling a variety of customer inquiries, diagnosing technical issues, and providing clear, effective solutions. You will be a vital link between our customers and our product development teams, channeling feedback to drive improvements. This position offers a unique opportunity to grow within a fast-paced, supportive environment that values individual contributions and professional development. Join a forward-thinking company that is shaping the future of consumer technology and enjoy a rewarding career.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media in a professional and timely manner.
• Provide first-level technical support for product-related issues, including setup, troubleshooting, and usage guidance.
• Guide customers through diagnostic steps and resolution processes for common technical problems.
• Escalate complex technical issues to senior support staff or relevant departments, providing detailed information.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of product knowledge to effectively assist customers.
• Identify trends in customer inquiries and provide feedback to improve product documentation and user experience.
• Assist with order processing, returns, and exchanges as needed.
• Contribute to a positive team environment and collaborate with colleagues to achieve service goals.
• Adhere to company policies and customer service standards.

Requirements

• Previous experience in a customer service or technical support role is preferred.
• Strong communication and active listening skills.
• Basic understanding of consumer electronics and common technical issues.
• Ability to explain technical concepts in simple, understandable terms.
• Proficiency in using helpdesk software and CRM systems.
• Excellent problem-solving skills and a patient, customer-centric attitude.
• High school diploma or equivalent; some college coursework or technical certification is a plus.
• Ability to adapt to changing products and technologies.
• Must be comfortable with a hybrid work model, splitting time between home and our office in Benoni, Gauteng, ZA .
• A passion for technology and customer satisfaction is essential.

Benefits

Our client offers a competitive hourly wage with potential for overtime. A comprehensive benefits package is available, including medical insurance options, paid time off, and employee discounts on company products. Opportunities for training and advancement within the customer service department are provided. Enjoy a collaborative and energetic work environment. This hybrid role allows for a balance between remote flexibility and in-person team synergy in Benoni, Gauteng, ZA .