Customer Support Agent - Inbound Calls

Placements24; Soweto; Hybrid; ZAR 83,000 - 138,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Fully remote work

Career advancement

Job summary

WhatJobs Direct is seeking a friendly and efficient Customer Support Agent to join our dedicated, fully remote team. You will manage inbound customer calls, provide prompt assistance, and ensure a positive experience for every caller from your remote workspace.

This role supports operations connected to Soweto, Gauteng, ZA, offering a stable remote work setup, ongoing training, and opportunities for career growth within our nationwide customer service function.

Qualifications

• Previous experience in a customer service or call center environment is highly desirable.
• Excellent verbal communication and active listening skills.
• Strong ability to empathize with customers and remain calm under pressure.
• Proficiency in using call center software and CRM systems.
• Ability to learn product information quickly and accurately.
• Strong organizational skills and attention to detail.
• Must be self-motivated and able to work independently in a remote setting.
• A reliable internet connection and a dedicated home office setup are necessary for this remote role.
• Knowledge of the community and services relevant to Soweto, Gauteng, ZA is beneficial.

Responsibilities

• Answer inbound customer calls professionally and courteously.
• Identify customer needs, clarify information, and provide appropriate solutions or alternatives.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain a high level of product knowledge to effectively answer customer inquiries.
• Document all customer interactions accurately in the CRM system.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Meet individual performance and customer satisfaction goals.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Contribute to team efforts and collaborate with colleagues to improve the overall customer experience.
• Provide feedback on customer interactions to help improve services and products.

Skills

Customer service

CRM software

Active listening

Remote work

Education

High school diploma

Tools

Call center software

Job description

About the Role

WhatJobs Direct is seeking a friendly and efficient Customer Support Agent to join our dedicated, fully remote team. This role focuses on managing inbound customer calls, providing prompt assistance, and ensuring a positive experience for every caller. You will be an integral part of our customer service operations, contributing to client satisfaction and retention from your remote workspace. This is an excellent opportunity to build a career in customer support within a company that values its remote workforce and supports operations connected to Soweto, Gauteng, ZA .

Key Responsibilities

• Answer inbound customer calls professionally and courteously.
• Identify customer needs, clarify information, and provide appropriate solutions or alternatives.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain a high level of product knowledge to effectively answer customer inquiries.
• Document all customer interactions accurately in the CRM system.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Meet individual performance and customer satisfaction goals.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Contribute to team efforts and collaborate with colleagues to improve the overall customer experience.
• Provide feedback on customer interactions to help improve services and products.

Requirements

• Previous experience in a customer service or call center environment is highly desirable.
• Excellent verbal communication and active listening skills.
• Strong ability to empathize with customers and remain calm under pressure.
• Proficiency in using call center software and CRM systems.
• Ability to learn product information quickly and accurately.
• Strong organizational skills and attention to detail.
• Must be self-motivated and able to work independently in a remote setting.
• High school diploma or equivalent required.
• A reliable internet connection and a dedicated home office setup are necessary for this remote role.
• Knowledge of the community and services relevant to Soweto, Gauteng, ZA is beneficial.

Benefits

• We offer a competitive hourly wage and benefits package, including health insurance and paid time off.
• Enjoy the significant advantage of a fully remote work arrangement, providing excellent flexibility and work-life balance.
• Opportunities for training and career advancement within the customer support field are available.
• Join a supportive team environment focused on providing exceptional service to our customers nationwide.
• This role provides stability and the chance to make a real difference in customer satisfaction from the comfort of your home.