Customer Support Representative - Hybrid Role - WhatJobs Direct

Placements24; Centurion; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Career growth

Training programs

Employee discounts

Friendly environment

Medical aid and provident fund

Job summary

Placements24 in Centurion, Gauteng, is seeking a Customer Support Representative to join a fast-paced e-commerce team. The role combines remote tasks with in-office duties at our Centurion hub. You will handle inquiries about orders, products, and services, providing first-contact resolutions, and ensuring excellent customer experiences.

A hybrid schedule and collaborative environment are offered. Ideal candidates have prior customer service experience, strong English communication, and

Qualifications

• Experience in customer service or call center roles.
• Strong written and verbal English communication.
• Proficient with CRM systems and helpdesk tools.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, order status, and company policies.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Escalate complex issues to the relevant departments or supervisors when necessary.
• Process customer returns, exchanges, and refunds according to company guidelines.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer service processes and suggest solutions.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Assist in training new support staff on procedures and best practices.

Skills

Customer service

CRM proficiency

Written & verbal English

Multitasking

English fluency

Education

High school diploma or equivalent

Tools

CRM software

Live chat tools

Job description

About the Role

Our client, a fast-paced e-commerce company, is seeking an enthusiastic Customer Support Representative to join their dedicated team. This role offers a hybrid work arrangement, allowing you to combine remote work flexibility with in-office collaboration at our Centurion, Gauteng, ZA location. You will be the frontline contact for customers, assisting them with inquiries regarding orders, products, and services. We are looking for individuals with a passion for delivering outstanding customer experiences, excellent problem-solving skills, and the ability to communicate effectively across multiple platforms. This position is crucial in maintaining our client's reputation for exceptional service and ensuring customer satisfaction. The ideal candidate will be adaptable, detail-oriented, and eager to contribute to a positive and productive work environment. This role involves a balance of remote tasks and in-office duties at our Centurion, Gauteng, ZA hub.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, order status, and company policies.
• Troubleshoot and resolve customer issues, aiming for first-contact resolution.
• Escalate complex issues to the relevant departments or supervisors when necessary.
• Process customer returns, exchanges, and refunds according to company guidelines.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer service processes and suggest solutions.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Assist in training new support staff on procedures and best practices.

Requirements

• Previous experience in a customer service or call center environment is required.
• Strong communication skills, both written and verbal, in English.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• A customer-focused attitude with a knack for problem-solving.
• Willingness and ability to work a hybrid schedule, splitting time between remote work and the Centurion, Gauteng, ZA office.
• High school diploma or equivalent; further education is a plus.
• Basic computer proficiency and comfort with digital tools.
• Team player with a positive attitude.

Benefits

• Competitive salary.
• Hybrid work model offering flexibility.
• Opportunities for career growth within the company.
• Access to training and development programs.
• Employee discounts on company products.
• Friendly and supportive work environment.
• Contributory medical aid and provident fund.