Customer Support Agent - Hybrid Model

Placements24; Rustenburg; Hybrid; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Modern office facilities

Job summary

WhatJobs Direct in Rustenburg, North West, ZA is seeking a dedicated Customer Support Agent to join our vibrant team. The role blends in-office collaboration with remote work, handling inquiries via phone, email, and live chat while delivering timely solutions.

You will document interactions in the CRM, assist with onboarding, and contribute to knowledge bases. The ideal candidate has strong communication, problem-solving skills, and a proactive attitude in a hybrid work environment.

Qualifications

• Experience in customer service or helpdesk is desired.
• Strong communication and interpersonal skills with a patient, friendly demeanor.
• Proficiency with CRM systems and MS Office.
• Ability to troubleshoot issues and provide clear guidance.
• Ability to work in a hybrid schedule (remote + in-office).
• Must have a high school diploma or equivalent.
• Willingness to learn and grow in the role.
• Solid understanding of customer service principles.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat promptly and professionally.
• Troubleshoot customer issues and provide clear guidance to resolve problems.
• Document all interactions in the CRM system and update records.
• Escalate complex issues to senior team members or relevant departments.
• Educate customers on product features, services, and best practices.
• Contribute to building a knowledge base and FAQ section.
• Participate in team meetings and provide feedback for service improvements.
• Assist in onboarding new customers and ensuring smooth transitions.
• Maintain high customer satisfaction through efficient and empathetic service.

Skills

Customer service

CRM proficiency

Communication skills

Problem solving

Hybrid work adaptability

Microsoft Office

Education

High school diploma

Tools

CRM software

Office Suite

Job description

About the Role

Our client, WhatJobs Direct, is looking for a dedicated and skilled Customer Support Agent to join their vibrant team. This role operates under a hybrid work model, offering a blend of in-office collaboration and remote flexibility. You will be the first point of contact for customers seeking assistance with our client's services and products, providing timely and accurate solutions. This position requires excellent communication skills, a problem-solving attitude, and a commitment to delivering exceptional customer service. The ideal candidate will be based in or willing to commute to Rustenburg, North West, ZA , and comfortable working a combination of remote and in-office days.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.
• Troubleshoot customer issues, providing clear and concise guidance to resolve problems effectively.
• Document all customer interactions, feedback, and resolutions in the company's CRM system.
• Escalate complex issues to senior team members or relevant departments when necessary.
• Educate customers on product features, services, and best practices.
• Contribute to building and maintaining a comprehensive knowledge base and FAQ section.
• Actively participate in team meetings, providing insights and feedback for service improvement.
• Assist in onboarding new customers and ensuring a smooth transition to our services.
• Maintain a high level of customer satisfaction through efficient and empathetic service.

Requirements

• Previous experience in a customer service or helpdesk role is highly desirable.
• Strong communication and interpersonal skills, with a patient and friendly demeanor.
• Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
• Excellent problem-solving abilities and the capacity to work under pressure.
• Ability to adapt to a hybrid work schedule, balancing remote and office-based tasks.
• High school diploma or equivalent qualification.
• A proactive attitude and a willingness to learn and grow within the role.
• Understanding of customer service principles and practices.
• Must be able to work from our Rustenburg, North West, ZA office on designated days.

Benefits

This role offers a competitive salary and the opportunity to work within a supportive and professional environment. Employees benefit from a hybrid work arrangement, providing flexibility and work-life balance. Our client offers opportunities for professional development and training to enhance your skills. You will have access to modern office facilities and collaborative workspaces when in the office, and the comfort of working from home on other days. Additional benefits include opportunities for career progression within the company and exposure to a wide range of customer service challenges.