Customer Support Agent - Technical Inquiries

Placements24; Soweto; Hybrid; ZAR 201,000 - 312,000; Full time

Benefits offered by this job

Fully remote work

Health benefits

Paid time off

Training & development

Remote team culture

Job summary

Placements24 is seeking a motivated Customer Support Agent to join their expanding team serving Soweto, Gauteng and beyond. You will be the first point of contact for customers, handling inquiries and resolving issues with a patient, tech-savvy approach in a fully remote setup.

The role emphasizes excellent communication, problem-solving, and the ability to learn new products quickly, contributing to a supportive remote culture and ongoing training.

Qualifications

• Experience in customer service or call centre preferred.
• Excellent verbal and written communication.
• Strong active listening and problem-solving abilities.
• Proficient with computers and basic software.
• Able to multitask and manage time effectively.
• Patient, empathetic and customer-centric attitude.
• Willingness to learn new technologies and product information.
• Ability to work independently and in a remote team.
• High school diploma or equivalent.

Responsibilities

• Respond to customer inquiries via phone, email and chat.
• Provide clear and accurate information and basic troubleshooting.
• Investigate and resolve issues, escalating when necessary.
• Document interactions and resolutions in the CRM.
• Maintain high customer satisfaction with friendly support.
• Follow established procedures and SLAs.
• Continually learn about products and services to provide informed support.
• Support team goals and assist colleagues.
• Identify improvements to the support process and provide feedback.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Multitasking

Time management

Empathy

Willingness to learn

Remote teamwork

Education

High school diploma

Tools

CRM software

Basic computer applications

Job description

About the Role

Our client is seeking a motivated and customer-focused Customer Support Agent to join their expanding team, servicing clients from Soweto, Gauteng and beyond. This role is designed for individuals passionate about technology and dedicated to providing outstanding support. You will be the first point of contact for customers needing assistance with our client's diverse range of products and services, handling inquiries and resolving issues effectively. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for learning new technical information. This is an excellent opportunity to build a career in customer support within a supportive and growing organization, with the flexibility of a remote work arrangement. We are committed to fostering a positive and inclusive remote working culture.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide clear and accurate information regarding products, services, and basic troubleshooting steps.
• Investigate and resolve customer issues, escalating complex problems to appropriate departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction by offering efficient and friendly support.
• Adhere to established support procedures and service level agreements (SLAs).
• Continuously learn about our client's products and services to provide informed support.
• Contribute to team goals and assist colleagues as needed.
• Identify opportunities to improve the customer support process and provide feedback.

Requirements

• Previous experience in a customer service or call center environment is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computers and basic software applications.
• Ability to multitask and manage time effectively.
• A patient, empathetic, and customer-centric attitude.
• Willingness to learn new technologies and product information.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent is required; further education or certifications are a plus.

Benefits

• Competitive hourly wage or annual salary package.
• Fully remote work opportunity, offering significant flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for training and skill development in customer support.
• A positive and supportive remote team environment.
• Paid time off and company holidays.
• Potential for career growth within the company.