Customer Support Associate

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 83,000 - 165,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Training opportunities

Hybrid work

Paid time off

Job summary

Placements24 is seeking a Customer Support Associate for our Nelspruit, Mpumalanga office. You will respond to customer inquiries by phone, email and chat with empathy and professionalism, providing accurate information and timely solutions.

The role is hybrid, combining in-office collaboration with remote work days. You will document interactions in CRM, resolve issues, and maintain understanding of products and policies while meeting SLAs.

Qualifications

• Experience in customer support or service is required.
• Excellent verbal and written communication skills.
• Proficient with computers and common office software.
• Experience with CRM or helpdesk software is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional manner.
• Provide information about services, pricing, and company policies.
• Troubleshoot and resolve customer issues related to service delivery and billing.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues as needed.
• Maintain understanding of products and services and adhere to SLAs.

Skills

Customer service

Communication skills

Problem-solving

CRM experience

Multitasking

Time management

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a dynamic provider of essential services, is looking for an enthusiastic Customer Support Associate to join their team in Nelspruit, Mpumalanga . This role is vital for ensuring our customers receive prompt, accurate, and friendly assistance with their inquiries and service needs. You will act as a key point of contact, resolving issues and providing information to enhance the customer experience. The ideal candidate is empathetic, possesses excellent communication skills, and has a proactive approach to problem-solving. This position offers a hybrid work model, providing a balance between in-office collaboration and the flexibility of remote work. You will play a crucial role in maintaining customer satisfaction and loyalty for our organization. This is a fantastic opportunity for individuals passionate about service excellence to contribute to a reputable company and grow their career. We are dedicated to fostering a positive work environment where your contributions are recognized and valued.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and courteous manner.
• Provide information about services, pricing, and company policies.
• Troubleshoot and resolve customer issues related to service delivery and billing.
• Process service requests, account updates, and other customer-related transactions.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to supervisors or specialized departments when necessary.
• Identify opportunities to improve customer satisfaction and service efficiency.
• Maintain a thorough understanding of company products and services.
• Adhere to service level agreements (SLAs) and performance standards.
• Collaborate effectively with team members and other departments.

Requirements

• Previous experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with computers and common office software.
• Experience with CRM or helpdesk software is a plus.
• Ability to multitask and manage time effectively.
• A customer-centric approach and a friendly demeanor.
• High school diploma or equivalent; further education is beneficial.
• Willingness to work a hybrid schedule from our Nelspruit office.
• Reliable internet connection for remote work days.

Benefits

• Competitive hourly wage and potential for performance-based bonuses.
• Comprehensive health insurance benefits.
• Retirement savings plan options.
• Opportunities for training and professional development.
• A supportive and collaborative work environment.
• Hybrid work model offering flexibility.
• Paid time off and company holidays.
• Contribute to a company providing essential services.