Customer Support Agent - WhatJobs Direct

Placements24; Durban; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive starting salary

Medical and retirement fund

Career progression opportunities

Supportive team atmosphere

Regular performance reviews

Paid time off

Professional development

Durban-based role

Job summary

Placements24 is seeking a Customer Support Agent to join our Durban team. You will be the first point of contact, resolving queries, troubleshooting issues, and guiding customers to maximize product use.

This role offers growth in a supportive environment with training, regular performance reviews, and a pathway to advanced support roles within a dynamic software solutions provider.

Qualifications

• Experience in customer service or support is helpful but not required.
• Strong written and verbal communication with empathy.
• Proficiency with computers and common software.
• Familiarity with CRM and helpdesk tools is a plus.
• Willingness to learn new technologies.
• Ability to work independently and as part of a team.
• Good organizational skills and attention to detail.
• Must be able to commute to Durban office.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Diagnose and resolve technical issues related to software products.
• Guide customers through product features with clear instructions.
• Document all interactions and resolutions in the CRM system.
• Escalate complex issues to senior staff when needed.
• Contribute to the customer knowledge base.
• Identify opportunities to improve satisfaction and service.
• Communicate product updates and service changes to customers.
• Adhere to SLAs for response and resolution times.
• Gather feedback to improve products and services.

Skills

Customer service

Technical aptitude

CRM systems

Problem solving

Teamwork

Attention to detail

Tools

CRM software

Helpdesk

Job description

About the Role

Our client, a prominent software solutions provider, is looking for a dedicated Customer Support Agent to join their vibrant team in Durban, KwaZulu-Natal . This role is crucial in ensuring that clients receive timely and effective assistance with our client's innovative products. You will be the first point of contact for many customers, resolving queries, troubleshooting issues, and providing guidance to maximize their use of our client's services. This is an excellent entry point for individuals passionate about technology and customer satisfaction, offering opportunities for growth within a supportive environment. The successful candidate will be a key contributor to maintaining high levels of customer happiness in Durban .

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues related to the company's software products.
• Guide customers through product features and functionalities, providing clear and concise instructions.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Contribute to the development and maintenance of the customer knowledge base.
• Identify opportunities to improve customer satisfaction and service delivery.
• Proactively communicate with customers about product updates and service changes.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Gather customer feedback to help improve products and services.

Requirements

• Previous experience in a customer service or technical support role is preferred, but not essential for candidates with a strong aptitude.
• Excellent communication skills, both written and verbal, with a patient and empathetic demeanor.
• Proficiency in using computers and common software applications.
• Familiarity with CRM systems and helpdesk software is a plus.
• Strong problem-solving abilities and a willingness to learn new technologies.
• Ability to work independently and as part of a team.
• Good organizational skills and attention to detail.
• A customer-centric mindset and a genuine desire to help others.
• Must be able to commute to our client's office in Durban, KwaZulu-Natal .

Benefits

• Our client offers a competitive starting salary and a comprehensive benefits package, including medical and retirement fund contributions.
• Opportunities for career progression are excellent, with extensive training provided to help you develop new skills.
• You will be part of a supportive and friendly team atmosphere.
• The company provides regular performance reviews with potential for salary increases.
• Enjoy paid time off, including annual leave and sick leave.
• We foster a culture of continuous learning and encourage professional development.
• This role offers a stable career path in a growing industry within Durban .