Customer Service Representative - Technical Issues

Placements24; East London; Hybrid; ZAR 120,000 - 180,000; Part time

Benefits offered by this job

Hybrid work model

Training and skill development

Supportive team environment

Employee discounts on products

Job summary

Placements24 in South Africa is seeking a diligent Customer Service Representative focused on resolving technical issues for customers in Queenstown. This hybrid role blends on-site and remote work to provide flexible, consistent support.

You will diagnose problems, guide product usage, and document interactions in the CRM, contributing to customer loyalty and service quality while collaborating with the wider team to improve product usability.

Qualifications

• Experience in customer service, preferably with technical support.
• Understanding of common technical issues and basic troubleshooting.
• Proficiency in CRM software.

Responsibilities

• Handle customer inquiries and complaints via phone, email, and chat.
• Troubleshoot and resolve basic to intermediate technical issues.
• Guide customers through product usage and setup processes.
• Escalate unresolved issues to technical teams with complete details.
• Maintain accurate records of interactions in the CRM.
• Identify opportunities to improve customer experience and product usability based on feedback.

Skills

Customer service

Active listening

Communication

Time management

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client is seeking a diligent Customer Service Representative with a focus on resolving technical issues for their customers in Queenstown . This hybrid role allows for a blend of on-site and remote work, providing flexibility while ensuring consistent customer support. You will be responsible for understanding customer problems, providing clear solutions, and ensuring satisfaction with the support received. Your role is vital in maintaining customer loyalty and enhancing the company's service delivery.

Key Responsibilities

• Handle customer inquiries and complaints via multiple channels (phone, email, chat).
• Troubleshoot and resolve basic to intermediate technical issues related to the company's products or services.
• Guide customers through product usage and setup processes.
• Escalate unresolved issues to the appropriate technical teams, providing all necessary details.
• Maintain detailed and accurate records of customer interactions and resolutions in the CRM.
• Identify opportunities to improve customer experience and product usability based on feedback.

Requirements

• Previous experience in a customer service role, preferably with some technical support exposure.
• Good understanding of common technical issues and troubleshooting steps.
• Excellent communication and active listening skills.
• Proficiency in using customer relationship management (CRM) software .
• Ability to manage time effectively and prioritize tasks in a hybrid work environment.
• High school diploma required; further education or certifications are a plus.

Benefits

• Competitive pro-rata salary based on part-time hours.
• Hybrid work model offering flexibility.
• Opportunities for training and skill development.
• A supportive team environment.
• Employee discounts on company products/services.