Customer Support Representative - Technical Helpdesk

Placements24; Mtubatuba Local Municipality; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Training programs

Career progression

Job summary

Placements24 is seeking a customer-focused Customer Support Representative to join our client's Helpdesk team in Richards Bay. You will handle inquiries, guide customers through solutions, and resolve technical issues related to our products and services.

The ideal candidate is patient with excellent communication and problem-solving skills, capable of logging interactions in the CRM and collaborating with internal teams to escalate complex problems. A commitment to quality service is essential.

Qualifications

• Previous experience in a customer service or technical support role.
• Excellent communication and active listening skills.
• Ability to troubleshoot and resolve common technical problems.
• Familiarity with helpdesk software or ticketing systems.
• Strong organizational skills and ability to manage multiple cases.
• Patient and empathetic approach to customer interactions.

Responsibilities

• Handle incoming customer inquiries via phone, email, and potentially in-person.
• Provide accurate information about products, services, and account details.
• Troubleshoot and resolve customer technical issues, guiding them through solutions.
• Log all customer interactions and resolutions accurately in the CRM system.
• Collaborate with internal teams to escalated and resolve complex customer problems.
• Adhere to established customer service standards and procedures to ensure consistency and quality.

Skills

Customer service

Active listening

Troubleshooting

Helpdesk software

Organizational skills

Empathy

Tools

CRM system

Ticketing systems

Job description

About the Role

Our client is seeking a customer-focused Customer Support Representative to join their Helpdesk team in Richards Bay . This role involves providing comprehensive support to clients, addressing their inquiries, and resolving technical issues related to our products and services. You will be a vital link between the company and its customers, ensuring a positive and efficient service experience. The ideal candidate is patient, possesses excellent communication skills, and has a knack for problem-solving in a structured support environment.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, and potentially in-person.
• Provide accurate information about products, services, and account details.
• Troubleshoot and resolve customer technical issues, guiding them through solutions.
• Log all customer interactions and resolutions accurately in the company's CRM system.
• Collaborate with internal teams to escalated and resolve complex customer problems.
• Adhere to established customer service standards and procedures to ensure consistency and quality.

Requirements

• Previous experience in a customer service or technical support role .
• Excellent communication and active listening skills.
• Demonstrated ability to troubleshoot and resolve common technical problems.
• Familiarity with helpdesk software or ticketing systems.
• Strong organizational skills and the ability to manage multiple customer cases simultaneously.
• A patient and empathetic approach to customer interactions.

Benefits

• A competitive annual salary and opportunities for performance-based incentives.
• Comprehensive benefits package including medical aid.
• Training programs to enhance product knowledge and technical skills.
• A stable work environment with a focus on team support.
• Career progression opportunities within the customer service department.