Customer Support Agent

Placements24; Paarl; Hybrid; ZAR 100,000 - 201,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Team events

Paid time off

Job summary

WhatJobs Direct in Paarl, Western Cape, is seeking a Customer Support Agent to be the first point of contact for customers, handling inquiries via phone, email and chat and guiding them to solutions. This hybrid role balances remote work with in-office collaboration in Paarl.

You will troubleshoot issues, document interactions in the CRM, and escalate complex cases to senior staff. The ideal candidate has a high school diploma, excellent communication skills, keen problem-solving abilities, and

Qualifications

• Experience in customer service or call center is preferred.
• Excellent verbal and written communication skills.
• Proficiency with basic computer software and CRM systems.
• Ability to multitask and manage time effectively.
• Patient and empathetic approach to customers.

Responsibilities

• Handle customer inquiries via phone, email, and chat channels.
• Provide accurate information regarding products, services, and policies.
• Troubleshoot and resolve issues in a timely and efficient manner.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments or senior staff.
• Gather customer feedback and report insights to improve service delivery.
• Assist in maintaining customer databases and records.
• Follow established communication protocols and procedures.
• Proactively identify customer needs and offer appropriate solutions.
• Collaborate with team members to achieve departmental goals.

Skills

Customer support

Communication

CRM system

Multitasking

Active listening

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct, is looking for a dedicated Customer Support Agent to join their team in Paarl, Western Cape . This role offers a hybrid work arrangement, allowing for a balance between remote work flexibility and in-office collaboration. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and ensuring they have a positive experience with our services. This is an excellent opportunity for someone with strong communication skills and a passion for customer satisfaction to grow within a supportive environment. Your primary focus will be on providing efficient and effective support, contributing to customer loyalty and the overall success of the company. Join us in the beautiful Western Cape and be a vital part of our customer service excellence.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat channels.
• Provide accurate information regarding products, services, and company policies.
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate internal departments or senior staff.
• Gather customer feedback and report insights to improve service delivery.
• Assist in maintaining customer databases and records.
• Follow established communication protocols and procedures.
• Proactively identify customer needs and offer appropriate solutions.
• Collaborate with team members to achieve departmental goals.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer service or call center role is an advantage.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in computer systems and basic software applications.
• Ability to multitask and manage time effectively.
• A patient and empathetic approach to customer interactions.
• Willingness to work a hybrid schedule, splitting time between remote work and the Paarl office.
• Team-oriented with a strong work ethic.
• Detail-oriented and accurate in record‑keeping.

Benefits

• Competitive salary and benefits package.
• Hybrid work model providing flexibility.
• Opportunities for professional development and training.
• Work in a supportive and dynamic team environment.
• Exposure to diverse customer interactions.
• Contribution to a growing company in the Western Cape .
• Paid time off and sick leave benefits.
• Potential for career progression.
• Employee assistance program.
• Regular team activities and social events.