Customer Support Agent - Inbound Calls

Placements24; Mossel Bay; Hybrid; ZAR 112,000 - 201,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Training and development

Wellness program

Employee assistance

Job summary

Placements24 is seeking a Customer Support Agent for inbound calls in Mossel Bay, Western Cape. The role blends office collaboration with remote work, requiring strong communication and problem-solving to assist customers with products, billing, and account information.

You will document interactions in the CRM, escalate where needed, and strive to meet personal and team targets in a supportive, customer-centric environment.

Qualifications

• Previous experience in a customer service or call center role.
• Excellent verbal communication and active listening.
• Ability to stay calm and professional under pressure.
• Proficiency with CRM systems and call handling software.
• Ability to learn product details quickly and accurately.
• Good problem-solving and decision-making.
• High school diploma or equivalent.
• Reliable internet connection and dedicated remote workspace.
• Ability to work in a hybrid office/remote arrangement.

Responsibilities

• Receive and manage inbound customer calls, providing exceptional service.
• Address customer inquiries regarding products, services, billing, and account information.
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Document all customer interactions accurately in the CRM system.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Provide product and service information to customers.
• Follow communication protocols and customer service guidelines.
• Identify opportunities to improve the customer experience.
• Achieve individual and team performance goals.

Skills

Verbal communication

Active listening

Problem-solving

CRM proficiency

Hybrid work adaptability

Education

High school diploma or equivalent

Tools

CRM software

Call handling software

Job description

About the Role

Our client is seeking a professional and friendly Customer Support Agent - Inbound Calls to join their established team in Mossel Bay, Western Cape, ZA. This role involves handling a high volume of inbound customer calls, providing efficient and effective support, and ensuring customer satisfaction. You will be responsible for addressing inquiries, resolving complaints, and offering solutions related to our client's products and services. The ideal candidate is an excellent communicator, possesses strong problem-solving skills, and thrives in a customer-centric environment. This position offers a blend of office-based collaboration and remote flexibility, making it an attractive opportunity for skilled support professionals in Mossel Bay area.

Key Responsibilities

• Receive and manage inbound customer calls, providing exceptional service.
• Address customer inquiries regarding products, services, billing, and account information.
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Document all customer interactions accurately in the CRM system.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Provide product and service information to customers.
• Follow communication protocols and customer service guidelines.
• Identify opportunities to improve the customer experience.
• Achieve individual and team performance goals.

Requirements

• Previous experience in a customer service or call center role is required.
• Excellent verbal communication and active listening skills.
• Strong ability to remain calm and professional under pressure.
• Proficiency in using CRM systems and call handling software.
• Ability to learn product details quickly and accurately.
• Good problem-solving and decision-making skills.
• High school diploma or equivalent required.
• Reliable internet connection and a dedicated workspace for remote work days.
• Ability to adapt to a hybrid work model, splitting time between the office in Mossel Bay, Western Cape, ZA and remote work.

Benefits

• Competitive salary package.
• Hybrid work model offering flexibility.
• Opportunity to work with a reputable company in Mossel Bay.
• Comprehensive training and ongoing support.
• Employee assistance program and wellness initiatives.
• Potential for career advancement within the organization.