Customer Support Representative

Placements24; George; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund

Paid time off

Career development

Job summary

Placements24 in George, Western Cape, is seeking a detail-oriented Customer Support Representative to join their team in a hybrid role. You will handle inquiries via phone, email and live chat, diagnose issues and guide users through solutions to ensure satisfaction.

You will document interactions in the CRM, contribute to process improvements, and work with colleagues to share best practices. The position offers a competitive salary, hybrid flexibility, medical aid and retirement fund

Qualifications

• Experience in a customer support or helpdesk role.
• Strong verbal and written communication skills.
• Proficiency in using helpdesk software and standard office applications.
• Demonstrated ability to remain calm and professional under pressure.
• Excellent organizational skills and attention to detail in managing customer cases.

Responsibilities

• Handle incoming customer inquiries through phone, email, and live chat.
• Diagnose and resolve customer issues, escalating when necessary to senior staff.
• Document all customer interactions and resolutions in the CRM system.
• Provide product information and guidance to customers on service usage.
• Identify opportunities to improve the customer experience and communicate changes internally.
• Collaborate with team members to share knowledge and best practices in customer care.

Skills

Communication skills

Organization

Teamwork

Customer focus

Calm under pressure

Tools

Helpdesk software

Office applications

Job description

About the Role

Our client is seeking a detail-oriented and customer-focused Customer Support Representative to join their team in George . This role is pivotal in providing exceptional support to our client's user base, addressing inquiries, and resolving technical or service-related issues. You will work in a hybrid capacity, balancing in-office collaboration with remote flexibility, making you a key player in maintaining high standards of service. This position offers a dynamic work environment where your contributions directly impact customer loyalty and satisfaction, fostering a culture of continuous improvement and professional growth within the Western Cape region.

Key Responsibilities

• Handle incoming customer inquiries through various channels, including phone, email, and live chat.
• Diagnose and resolve customer issues efficiently, escalating when necessary to senior support staff or relevant departments.
• Document all customer interactions, feedback, and resolutions accurately in the company's CRM system.
• Provide product information and guidance to customers, ensuring they understand how to best utilize our services.
• Proactively identify opportunities to improve the customer experience and communicate these suggestions internally.
• Collaborate with team members to share knowledge and best practices in customer care.

Requirements

• Previous experience in a customer support or helpdesk role is essential.
• Strong verbal and written communication skills, with the ability to articulate solutions clearly.
• Proficiency in using helpdesk software and standard office applications.
• Demonstrated ability to remain calm and professional under pressure.
• Excellent organizational skills and attention to detail in managing customer cases.
• Must be able to work effectively both independently and as part of a team in a hybrid work model.

Benefits

• Competitive annual salary commensurate with experience.
• Hybrid work model offering a blend of office and remote work flexibility.
• Comprehensive medical aid and retirement fund contributions.
• Paid time off and opportunities for continued learning.
• A supportive team environment with opportunities for career progression.