Customer Support Agent - Hospitality Tech

Placements24; Mbombela (Nelspruit); On-site; ZAR 150,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Pension fund contributions

Paid annual leave

Training opportunities

Team events

Job summary

Placements24 in Nelspruit, Mpumalanga is seeking a motivated Customer Support Agent to join the in-office team. You will handle inquiries from hotels and hospitality clients, resolve software issues, and guide users through setup and usage of the platform.

The role emphasizes strong communication, problem-solving, and a customer-centric approach. Candidates with hospitality interest and CRM/ticketing familiarity are encouraged to apply.

Qualifications

• High school diploma or equivalent; technical certifications are a plus.
• Experience in customer support or helpdesk in technology or hospitality is preferred.
• Strong communication skills, both verbal and written.

Responsibilities

• Respond to customer inquiries via phone, email, and chat about software usage and technical issues.
• Assist hospitality clients with setup, configuration, and troubleshooting of the software platform.
• Document customer interactions and resolutions accurately in the helpdesk system.
• Provide training and guidance to new users on platform functionalities.
• Escalate complex technical issues to the appropriate internal teams.
• Gather customer feedback and report common issues or trends.
• Ensure timely and effective resolution of customer support tickets.
• Maintain a high level of customer satisfaction through professional and empathetic service.
• Contribute to the development of knowledge base articles and support documentation.
• Stay updated on product features and industry best practices.

Skills

Customer support

Troubleshooting

Verbal communication

Written communication

CRM systems

Ticketing software

Team collaboration

Adaptability

Education

High school diploma or equivalent

Tools

CRM software

Helpdesk/ticketing system

Job description

About the Role

Our client, a fast-growing technology company serving the hospitality industry, is looking for a motivated Customer Support Agent to join their vibrant team in Nelspruit, Mpumalanga. This role is essential for providing frontline support to hotels and other hospitality businesses using our client's software solutions. You will be responsible for resolving customer inquiries, troubleshooting technical issues, and ensuring a positive user experience. The ideal candidate has a passion for customer service, excellent communication skills, and an interest in the hospitality sector. This is an in-office position, offering a structured environment where you can develop your skills and career within a supportive team. Join us in Nelspruit and help shape exceptional service experiences for our hospitality clients.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding software usage and technical issues.
• Assist hospitality clients with setup, configuration, and troubleshooting of the software platform.
• Document customer interactions and resolutions accurately in the helpdesk system.
• Provide training and guidance to new users on platform functionalities.
• Escalate complex technical issues to the appropriate internal teams.
• Gather customer feedback and report common issues or trends.
• Ensure timely and effective resolution of customer support tickets.
• Maintain a high level of customer satisfaction through professional and empathetic service.
• Contribute to the development of knowledge base articles and support documentation.
• Stay updated on product features and industry best practices.

Requirements

• Previous experience in a customer support or helpdesk role, preferably in a technology or hospitality setting.
• Strong verbal and written communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with CRM and ticketing systems.
• A customer-centric approach and a patient demeanor.
• Ability to work effectively in a team environment.
• High school diploma or equivalent; technical certifications are a plus.
• Interest in or experience with the hospitality industry is advantageous.
• Proficiency in using standard office software.
• Adaptability and willingness to learn new technologies.

Benefits

• Annual salary of R .
• Full-time, in-office position located in Nelspruit, Mpumalanga.
• Comprehensive medical aid benefits.
• Pension fund contributions.
• Opportunities for professional development and training.
• Paid annual leave.
• A supportive and friendly team atmosphere.
• Exposure to innovative technology in the hospitality sector.
• Regular team events and social activities.
• Career advancement opportunities within the company.