Customer Support Associate

Tech Mahindra; Cape Town; On-site; ZAR 150,000 - 210,000; Full time

Job summary

Tech Mahindra in Cape Town is seeking a customer-focused Associate to join our team. You will handle inquiries via voice, email, chat, and social media channels, delivering a positive experience.

The role requires at least 6 months in a BPO/contact centre, fluent English (C2), strong problem-solving and multitasking skills, and the ability to work a 24/7 shift schedule.

Qualifications

• Must be at least 18 years of age.
• Matric Certificate (Grade 12).
• Minimum of 6 months' customer service experience within a BPO/Contact Centre environment.
• Fluent English communication skills (C2 proficiency).
• Computer literate with a minimum typing speed of 25 WPM and 90% accuracy.
• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.

Responsibilities

• Handle customer concerns through inbound and outbound voice, email, chat, and social media channels.
• Assist customers with inquiries, requests, and orders by accurately capturing and updating information in support systems and client platforms.
• Deliver an excellent customer experience on every interaction.
• Maintain a high level of professionalism and build positive relationships with customers.
• Resolve customer issues effectively to enhance customer satisfaction, loyalty, and overall experience.
• Ensure quality standards are maintained throughout all customer interactions.
• Follow all operational processes and support procedures accurately.
• Take ownership of customer concerns and demonstrate strong accountability.
• Adapt to changing business requirements and undertake additional responsibilities as needed.
• Develop a strong understanding of customer engagement principles.
• Handle complex customer inquiries confidently and professionally.
• Manage and de-escalate challenging customer situations effectively.
• Work independently while managing multiple tasks simultaneously.

Job description

Tech Mahindra is a leading global provider of digital transformation, consulting, and business process services. Part of the Mahindra Group, the company operates across multiple countries, serving clients in telecommunications, technology, banking, retail, healthcare, and other industries. Tech Mahindra is committed to delivering exceptional customer experiences and innovative solutions by leveraging technology, people, and operational excellence.

Position Summary

We are seeking customer-focused and driven Associates to join our Cape Town team. The successful candidate will be responsible for delivering exceptional customer service through voice, email, chat, and social media channels while ensuring a positive customer experience and maintaining high-quality service standards.

Key Responsibilities

• Handle customer concerns through inbound and outbound voice, email, chat, and social media channels.
• Assist customers with inquiries, requests, and orders by accurately capturing and updating information in support systems and client platforms.
• Deliver an excellent customer experience on every interaction.
• Maintain a high level of professionalism and build positive relationships with customers.
• Resolve customer issues effectively to enhance customer satisfaction, loyalty, and overall experience.
• Ensure quality standards are maintained throughout all customer interactions.
• Follow all operational processes and support procedures accurately.
• Take ownership of customer concerns and demonstrate strong accountability.
• Adapt to changing business requirements and undertake additional responsibilities as needed.
• Develop a strong understanding of customer engagement principles.
• Handle complex customer inquiries confidently and professionally.
• Manage and de-escalate challenging customer situations effectively.
• Work independently while managing multiple tasks simultaneously.

Requirements

Essential Qualifications

• Must be at least 18 years of age.
• Matric Certificate (Grade 12).
• Minimum of 6 months' customer service experience within a BPO/Contact Centre environment.
• Fluent English communication skills (C2 proficiency level).
• Computer literate with a minimum typing speed of 25 WPM and 90% accuracy.
• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Ability to communicate effectively in demanding situations.
• Strong listening, analytical, and interpersonal skills.
• Ability to understand customer needs and respond appropriately.
• Adaptability in a fast-paced and evolving work environment.
• Strong multitasking and time-management skills.
• Proven ability to remain calm and professional under pressure.

Working Conditions

• Willingness to work on a 24/7 rotational shift schedule.
• Flexibility to work weekends, public holidays, rest days, and extended hours based on business requirements.

Join Tech Mahindra and become part of a global team dedicated to delivering world-class customer experiences and business excellence.