Customer Support Agent - Hybrid

Placements24; South Africa; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement plan options

Paid training and development

Hybrid work flexibility

Employee discounts on company products

Job summary

Placements24 in South Africa is seeking a Customer Support Agent for a hybrid role in Tembisa, Gauteng. You will handle inbound inquiries, resolve issues, and document interactions to help ensure a positive customer experience.

The role emphasizes strong communication, active listening, and teamwork, with in-office days required for collaboration. A high school diploma and prior customer service experience are preferred.

Qualifications

• High school diploma or equivalent required; further education in customer service a plus.
• Previous customer support or client service experience preferred.
• Strong phone handling and active listening skills essential.
• Excellent communication and presentation abilities; comfortable with multitasking.

Responsibilities

• Respond to inquiries via phone, email, and chat in a timely, professional manner.
• Troubleshoot and resolve customer issues related to products/services.
• Document interactions and resolutions in the support system.
• Escalate unresolved issues to appropriate departments as needed.
• Provide information about products and services to customers.
• Follow procedures, guidelines, and policies to ensure consistency.
• Maintain and update customer records; collaborate with team for best practices.
• Gather customer feedback and report to management for service improvements.

Skills

Active listening

Phone communication

Multitasking

Customer service

Documentation

Education

High school diploma or equivalent

Tools

MS Office

CRM systems

Job description

About the Role

Our client is seeking a dedicated and customer-focused Customer Support Agent to join their growing team in Tembisa, Gauteng, ZA. This role involves managing inbound customer inquiries, resolving issues, and ensuring a positive customer experience. The successful candidate will be part of a dynamic support department, contributing to the overall success of the company by providing timely and accurate assistance. This position offers a hybrid work model, combining remote flexibility with essential in-office collaboration, making it ideal for those who value a balance between independence and team interaction. You will be a primary point of contact for customers, representing our client's commitment to service excellence.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to products/services.
• Accurately document customer interactions and resolutions in the support system.
• Escalate unresolved issues to the appropriate departments.
• Provide information about products and services to customers.
• Follow communication procedures, guidelines, and policies.
• Assist in maintaining customer records and updating information.
• Collaborate with team members to share best practices and improve service delivery.
• Gather customer feedback and report it to management for service improvement.

Requirements

• High school diploma or equivalent; further education or certification in customer service is a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in MS Office and basic computer skills.
• Familiarity with CRM systems is an advantage.
• Ability to adapt and respond to changing circumstances.
• Must be able to commute to the office in Tembisa, Gauteng, ZA for scheduled in-office days.
• Demonstrated ability to work both independently and as part of a team.

Benefits

• Competitive salary.
• Health insurance and retirement plan options.
• Paid training and development opportunities.
• Opportunities for career growth within the company.
• A supportive team environment.
• Hybrid work flexibility.
• Employee discounts on company products/services.