Customer Support Agent

Electromechanica; Gauteng; On-site; ZAR 120,000 - 240,000; Full time

Job summary

A leading company in the industrial automation sector is seeking a Customer Support Agent to provide exceptional support to their customers. The ideal candidate will be proactive in addressing inquiries and resolving issues to maintain high customer satisfaction. A strong problem-solving ability and excellent communication skills are essential for this role, which requires collaboration across departments. If you are passionate about customer service and have relevant experience, this opportunity could be a great fit for you.

Qualifications

• 2-3 years of experience in a customer support or related role.
• Proficiency in using CRM systems and other customer support software.
• Excellent verbal and written communication skills.

Responsibilities

• Respond promptly to customer inquiries via various communication channels.
• Troubleshoot customer issues and provide solutions or escalate problems.
• Document all customer interactions in the company's CRM system.

Skills

Communication

Problem Solving

Education

National Senior Certificate NQF 4 or equivalent

Tools

CRM Systems

Job description

The Customer Support Agent is responsible for delivering high-quality support services to our customers through various communication channels.

This role is crucial in maintaining customer satisfaction by addressing inquiries, resolving issues, and providing product or service information.

The ideal candidate will possess excellent communication skills, problem-solving abilities, and a strong customer-centric approach.

Key Responsibilities : Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication platforms.Identify customer needs, clarify information, and provide solutions or alternatives to ensure customer satisfaction.Maintain a positive, empathetic, and professional attitude toward customers at all times.Troubleshoot customer issues, offering step-by-step solutions or escalating complex problems to relevant departments.Follow up on customer interactions to ensure issues are fully resolved.Document all customer interactions, issues, and resolutions in the company's CRM system.Stay updated on product information, policies, and processes to provide accurate assistancemunicate any significant product or service changes to customers.Collaborate with other team members and departments to improve the overall customer experience.Share insights and feedback with the Customer Support Manager to help refine support processes and policies.Suggest improvements based on customer feedback and trends.Essential Requirements : A minimum of National Senior Certificate NQF 4 or equivalent.2-3 years of experience in a customer support or related role.Proficiency in using CRM systems and other customer support software.Excellent verbal and written communication skills.Strong problem-solving and critical-thinking abilities.Ability to handle stressful situations and a fast paced environment.Good organizational skills and attention to detail.Customer-focused with a commitment to providing exceptional service.Ability to work independently and as part of a team.Flexibility in adapting to evolving company products and new technologies.Proficiency in English.Beneficial Requirements : Experience in Industrial Automation products.An electrical or mechatronics qualification.Experience with advanced troubleshooting and technical support.