Customer Support Agent (Tier 1)

Placements24; Mbombela (Nelspruit); Hybride; ZAR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental benefits

Paid training program

Employee discounts

Career advancement opportunities

Remote-friendly environment

Paid time off

Résumé du poste

Placements24 is seeking a Customer Support Agent to join its remote team in South Africa. You will handle inquiries via email, chat, and phone, resolve issues, and guide customers through orders to ensure satisfaction.

Ideal candidates are enthusiastic, have strong communication skills, and can work independently from a quiet home office. The company offers training and a supportive remote culture focused on growth in ecommerce.

Qualifications

• High school diploma or equivalent.
• Experience in customer service is preferred but not essential; strong communication skills are key.
• Excellent verbal and written communication abilities.
• Proficiency in basic computer skills and ability to learn new software quickly.
• Familiarity with CRM systems or ticketing software is a plus.
• Ability to multitask and manage time effectively in a fully remote setting.
• A dedicated quiet workspace with reliable high-speed internet is mandatory.
• Patience, empathy, and a customer-centric approach.
• Ability to work independently and as part of a distributed team.
• Enthusiasm for working in the e-commerce industry.

Responsabilités

• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Provide information about products, services, and order status.
• Assist customers with placing orders, tracking shipments, and processing returns/exchanges.
• Troubleshoot and resolve basic customer issues and complaints.
• Escalate complex or unresolved issues to senior support staff or other departments.
• Document customer interactions and resolutions accurately in the CRM system.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Contribute to team goals and metrics, such as response times and customer satisfaction scores.
• Identify and report recurring customer issues to management.
• Maintain a positive and helpful attitude throughout all customer interactions.

Connaissances

Customer service

Active listening

Written communication

Verbal communication

Multitasking

Remote work

Formation

High school diploma

Outils

CRM software

Ticketing systems

Description du poste

About the Role

Our client, a rapidly growing online retailer, is seeking enthusiastic and customer-focused Customer Support Agents to join their fully remote team. This position is ideal for individuals who are passionate about providing excellent service and resolving customer inquiries efficiently. You will be the first point of contact for customers, handling a variety of queries through multiple channels including email, chat, and phone. The role requires a proactive approach, strong communication skills, and the ability to work independently. We are building a supportive and collaborative remote-first culture where team members can thrive. Your contribution will be essential in maintaining high customer satisfaction and contributing to the company's positive brand image. This is an excellent entry-level opportunity for those looking to build a career in customer support within a dynamic e-commerce environment. The focus will be on resolving common customer issues and escalating more complex problems to higher tiers of support.

Key Responsibilities

• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Provide information about products, services, and order status.
• Assist customers with placing orders, tracking shipments, and processing returns/exchanges.
• Troubleshoot and resolve basic customer issues and complaints.
• Escalate complex or unresolved issues to senior support staff or other departments.
• Document customer interactions and resolutions accurately in the CRM system.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Contribute to team goals and metrics, such as response times and customer satisfaction scores.
• Identify and report recurring customer issues to management.
• Maintain a positive and helpful attitude throughout all customer interactions.

Requirements

• High school diploma or equivalent required.
• Previous customer service or call center experience is preferred but not essential; strong communication skills are key.
• Excellent verbal and written communication abilities.
• Proficiency in basic computer skills and ability to learn new software quickly.
• Familiarity with CRM systems or ticketing software is a plus.
• Ability to multitask and manage time effectively in a fully remote setting.
• A dedicated quiet workspace with reliable high-speed internet is mandatory.
• Patience, empathy, and a customer-centric approach.
• Ability to work independently and as part of a distributed team.
• Enthusiasm for working in the e-commerce industry.

Benefits

• Competitive entry-level salary.
• Comprehensive health and dental benefits.
• Paid training program to equip you for success.
• Generous employee discounts on our products.
• Opportunities for career advancement within the company.
• A supportive and engaging remote work environment.
• Paid time off and public holidays.
• Retirement savings plan contributions.
• Access to online learning resources.
• Team-building activities and virtual social events.