Customer Support Agent

ElectroMechanica; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading technical solutions provider in Durban is seeking a Customer Support Agent responsible for handling customer interactions through various channels. The ideal candidate will have at least 2 years' experience in a customer support role and an NQF Level 4 qualification in a relevant technical field. This position emphasizes strong communication skills and the ability to multitask. The company values open communication, loyalty, and bravery in tackling challenges.

Qualifications

• Minimum of 2 years' experience in a customer support role.
• 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.

Skills

Strong verbal and written communication skills

Multitasking and prioritization

Problem-solving and conflict resolution skills

Education

NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical 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 Range: In line with relevant industry benchmarks for Paterson grade.

Organisational Context

At EM, we are driven by the purpose of “Making connections, powering tomorrow.” We power our customers’ worlds by integrating quality products into innovative solutions, supported by people who are passionate about service.

• Vision: Advance the lives of every person in Southern Africa sustainably through electrification and automation.
• Mission: Connect with customers by deeply understanding their evolving needs; promote brands and solutions to solve tomorrow’s problems today; and partner across the value chain in a sustainable, easy-to-do-business way.

Values:

• Open – We communicate honestly and transparently, listening deeply to differing views.
• Loyal – We serve our customers, colleagues, and manufacturers with integrity and dedication.
• Brave – We go beyond comfort zones, taking on new challenges with courage and vision.