Customer Support Agent - Tembisa

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

Benefits offered by this job

Medical aid

Provident fund

Training opportunities

Career progression

Performance bonuses

Job summary

Placements24 is seeking a Customer Support Agent to join our client’s on-site team in Tembisa, Gauteng. You will handle inbound calls and emails, provide product and billing information, and resolve issues to ensure a positive customer experience.

Strong English communication, basic computer skills, and familiarity with CRM systems are required. You will report to the local office and collaborate with a team to meet service targets.

Qualifications

• Must have experience in a customer-facing role (call centre or helpdesk preferred).
• Strong English communication and listening skills; ability to work with local dialects.
• Proficiency with basic computer operations and CRM systems.

Responsibilities

• Handle high volume inbound calls and emails regarding services and accounts.
• Provide information on features, pricing, and service plans.
• Troubleshoot and resolve issues achieving first-contact resolution where possible.
• Document interactions in CRM and follow scripts for consistency.
• Escalate complex issues to supervisors when needed.
• Assist with billing inquiries and payment arrangements.
• Gather feedback to improve processes and services.
• Participate in training to deepen product knowledge.

Skills

Communication

Problem-solving

Customer focus

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a leading provider of telecommunication services, is seeking a dedicated Customer Support Agent to join their bustling operations hub in Tembisa, Gauteng. This role is crucial for ensuring our client’s customers receive unparalleled support and assistance. We are looking for an individual who is passionate about problem-solving, possesses excellent communication skills, and is committed to delivering a positive customer experience. The successful candidate will be instrumental in managing customer inquiries, resolving issues, and maintaining high satisfaction levels. This position offers a fantastic opportunity to grow within a reputable organization and make a tangible impact on customer relationships. The role requires a consistent on-site presence to effectively engage with the local customer base.

Key Responsibilities

• Handle a high volume of inbound customer calls and emails, addressing queries related to services and accounts.
• Provide accurate information regarding product features, pricing, and service plans.
• Troubleshoot and resolve customer issues efficiently, aiming for first-call resolution.
• Document all customer interactions and resolutions in the company's CRM system.
• Follow communication scripts and guidelines to ensure brand consistency.
• Identify and escape customer complaints or complex issues to supervisors or relevant departments.
• Proactively educate customers on service usage, new features, and best practices.
• Assist customers with billing inquiries, adjustments, and payment arrangements.
• Gather customer feedback to help improve services and support processes.
• Participate in team meetings and training sessions to enhance product knowledge and service skills.

Requirements

• Previous experience in a customer-facing role, preferably in a call centre or helpdesk environment.
• Strong communication and active listening skills in English and relevant local dialects.
• Proficiency in basic computer operations and familiarity with CRM software.
• Ability to remain calm and professional under pressure.
• Excellent problem-solving capabilities and attention to detail.
• Must be reliable and punctual, reporting daily to the Tembisa, Gauteng office.
• High school diploma or equivalent qualification.
• A positive attitude and a genuine desire to help customers.
• Ability to work effectively in a team-oriented setting.
• Willingness to learn and adapt to new products and processes.

Benefits

This position offers a competitive annual salary and a comprehensive benefits package, including medical aid and a provident fund. Our client provides ongoing training and development opportunities to foster career growth. Employees benefit from a structured work environment with clear career progression paths. The role is based at our client's modern facilities in Tembisa, Gauteng, providing a stable and supportive workplace. Opportunities for performance-based bonuses are also available. Join a company that values its employees and invests in their professional journey.

• This position offers a competitive annual salary and a comprehensive benefits package, including medical aid and a provident fund.
• Our client provides ongoing training and development opportunities to foster career growth.
• Employees benefit from a structured work environment with clear career progression paths.
• The role is based at our client's modern facilities in Tembisa, Gauteng, providing a stable and supportive workplace.
• Opportunities for performance-based bonuses are also available.
• Join a company that values its employees and invests in their professional journey.