Customer Support Agent

ElectroMechanica; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading electrical solutions company in Cape Town is seeking a Customer Support Agent. This role involves managing customer interactions across various channels and ensuring high levels of satisfaction. Ideal candidates must have NQF Level 4 or equivalent and 2+ years of experience in customer support, alongside strong communication and multitasking skills. The position offers a standard business hours schedule and competitive compensation aligned with market standards.

Qualifications

• 2+ years’ experience in a customer support role.
• Strong verbal and written communication skills.
• Experience in a technical or industrial environment.

Responsibilities

• Handle and resolve customer queries via phone, email, and other channels.
• Provide product and service information to customers.
• Process orders accurately in the system and coordinate with relevant teams.

Skills

Customer communication

Multitasking

Problem-solving

Education

NQF Level 4 in Electrical, Mechatronics, or related field

Tools

ERP systems

Workspace systems

Job description

Role Summary:

The Customer Support Agent is responsible for managing incoming customer interactions through calls, emails, and other communication channels. The role provides accurate information, processes orders efficiently, and ensures prompt Level 1 (L1) issue resolution across sales, technical, and operational queries. This position plays a critical role in maintaining a high standard of customer satisfaction and operational excellence.

Key Responsibilities:

• Handle and resolve customer queries via phone, email, and other channels.
• Provide product and service information to customers.
• Process orders accurately in the system and coordinate with relevant teams.
• Perform L1 troubleshooting and escalate unresolved issues appropriately.
• Maintain detailed and accurate customer interaction records.
• Ensure adherence to service level agreements and quality standards.
  

Essential Requirements:

• NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical field.
• 2+ years’ experience in a customer support role.
• Strong verbal and written communication skills.
• Ability to multitask and prioritise in a fast-paced environment.
• Working knowledge of ERP and Workspace systems.
• Experience in a technical or industrial environment.
  

Beneficial Requirements:

• Familiarity with sales order processing systems.
• Problem-solving and conflict resolution skills.
  

Work Environment & Compensation:

• Location: Regional Branch.
• Travel: Minimal.
• Working Hours: Standard business hours.
• Compensation: Based on Paterson C2 grade, aligned with market benchmarks.