Customer Support Representative - Cape Town

Placements24; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance

Retirement savings plan

Career growth opportunities

Job summary

Placements24 in Cape Town seeks a Customer Support Representative to join a vibrant team. You will handle inquiries, resolve issues, and guide customers on product features to enhance satisfaction.

The role is hybrid, balancing in-office collaboration with remote work, and offers ongoing training and opportunities for career growth within a supportive, dynamic Cape Town office.

Qualifications

• Previous experience in a customer-facing role, preferably in support or service.
• Exceptional interpersonal and communication skills, both verbal and written.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proactive approach to problem-solving and customer advocacy.
• Detail-oriented with good organizational skills.

Responsibilities

• Handle inbound customer calls, emails, and social media messages with professionalism and courtesy.
• Diagnose and resolve customer issues, providing step-by-step guidance and support.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Educate customers on product features and services to enhance their understanding and use.
• Contribute to team goals by meeting or exceeding key performance indicators for response times and resolution rates.

Skills

Customer service

Communication

CRM software

Helpdesk systems

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking an engaging and skilled Customer Support Representative to join their vibrant team based in Cape Town . This role is crucial for maintaining high standards of customer satisfaction by addressing inquiries and resolving issues efficiently. You will be part of a collaborative environment where teamwork and excellent communication are paramount. This hybrid position offers the best of both worlds, combining the structure of in-office collaboration with the flexibility of remote work, allowing you to contribute effectively while maintaining work-life balance.

Key Responsibilities

• Handle inbound customer calls, emails, and social media messages with professionalism and courtesy.
• Diagnose and resolve customer issues, providing step-by-step guidance and support.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Educate customers on product features and services to enhance their understanding and use.
• Contribute to team goals by meeting or exceeding key performance indicators for response times and resolution rates.

Requirements

• Previous experience in a customer-facing role, preferably in support or service.
• Exceptional interpersonal and communication skills, both verbal and written.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A proactive approach to problem-solving and a strong sense of customer advocacy.
• Detail-oriented with good organizational skills.

Benefits

• Attractive annual salary and potential performance bonuses.
• Hybrid work model offering flexibility.
• Comprehensive health insurance and retirement savings plan.
• Ongoing training and opportunities for career growth within the company.
• Vibrant and supportive team atmosphere in a dynamic Cape Town office.