Customer Support Agent

Placements24; Gqeberha; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Medical aid options

Employee discounts

Pension fund benefits

Regular team feedback sessions

Paid time off

Job summary

Placements24 is seeking a Customer Support Agent for its Port Elizabeth, Eastern Cape operations. The role offers a hybrid work arrangement, with in-office days and remote days to handle inquiries across phone, email, and social channels.

You will be the first line of contact, resolving issues, processing orders, and providing product guidance to ensure a positive shopping experience and build customer loyalty. A patient, empathetic problem-solver is ideal for growth within the brand.

Qualifications

• Experience in customer service or call center is required.
• Excellent communication and active listening skills.
• Proficiency with CRM software and maintaining records.

Responsibilities

• Answer inquiries via phone, email, and social platforms.
• Resolve complaints and issues promptly to customers' satisfaction.
• Process orders, returns, and exchanges per policy.
• Provide accurate product information and guidance.
• Upsell or cross-sell relevant products or services.
• Maintain detailed customer records and documentation.
• Escalate complex issues to relevant departments.
• Contribute to team goals and uphold SLAs.
• Gather customer feedback to improve offerings.
• Adhere to company policies and procedures.

Skills

Customer service

Active listening

Communication skills

CRM systems

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a well-established retail company, is seeking an organized and customer-focused Customer Support Agent for their **Port Elizabeth, Eastern Cape** operations. This role offers a **hybrid** work arrangement, blending remote flexibility with essential in-office collaboration. You will be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive shopping experience across all channels. Your dedication to providing excellent service will be key to building customer loyalty and reinforcing our client's brand reputation. We are looking for individuals who are empathetic, patient, and adept at finding solutions. This position is ideal for someone looking to contribute to a reputable brand and grow within the customer service field. You will handle a variety of customer interactions, ensuring that each one is resolved efficiently and satisfactorily.

Key Responsibilities

• Answer customer inquiries via phone, email, and social media platforms.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Process customer orders, returns, and exchanges according to company policy.
• Provide accurate product information and guidance to customers.
• Identify opportunities to upsell or cross-sell relevant products or services.
• Maintain detailed and accurate customer records.
• Escalate complex issues to the relevant departments when necessary.
• Contribute to team goals and uphold service level agreements (SLAs).
• Gather customer feedback to help improve products and services.
• Adhere to all company policies and procedures.

Requirements

• Previous experience in a customer service or call center role is required.
• Excellent communication and active listening skills.
• Strong problem-solving capabilities.
• Proficiency in using customer service software and CRM systems.
• Ability to multitask and manage time effectively in a **hybrid** work setting.
• High school diploma or equivalent.
• A positive and professional attitude.
• Reliable internet connection and suitable home workspace for remote days.
• Must be able to work from the **Port Elizabeth, Eastern Cape** office on designated days.
• Team player with a willingness to learn and adapt.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Medical aid options.
• Employee discounts on company products.
• Opportunities for skill development and advancement.
• A collaborative team environment.
• Paid time off.
• Exposure to the retail industry.
• Contribution to a well-known brand.
• Pension fund benefits.
• Regular team feedback sessions.