Customer Support Specialist - General Inquiries

Placements24; LegKraal Gate; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Career progression in customer service

Employee discounts on company products

Hybrid role with in-office and remote"

Ongoing training

Job summary

Placements24 in Mahikeng, North West, invites applications for a Customer Support Specialist to handle general customer inquiries by phone, email, and chat, and to guide customers on store policies, returns, exchanges, and loyalty programs. The role combines in-office collaboration with remote work in a hybrid setup.

Ideal candidates will have at least two years of customer service experience, excellent communication, strong organization, and CRM proficiency.

Qualifications

• Minimum 2 years in a customer service or call centre environment.
• Excellent verbal and written communication, empathetic and clear.
• Strong organizational skills to manage multiple tasks.
• Proficient with basic computer applications and CRM software.

Responsibilities

• Respond to inquiries via phone, email, and chat about product availability, store hours, promotions, and general information.
• Provide guidance on returns, exchanges and loyalty programs.
• Assist customers navigating the website and online store.
• Escalate complex issues to the relevant department and follow up.
• Maintain records of customer interactions using the CRM system.
• Gather feedback and report common inquiries to management for improvements.
• Adhere to company guidelines and service standards for a consistent experience.
• Stay updated on product knowledge and campaigns to provide relevant information.

Skills

Customer service

Communication skills

Organizational skills

Teamwork

Empathetic communication

Education

High school diploma

Tools

CRM software

Email & web browsers

Job description

About the Role

Our client, a leading retailer with a strong presence in Mahikeng, North West , is looking for an enthusiastic and adaptable Customer Support Specialist to manage general customer inquiries. This role is crucial for providing timely and accurate information about products, services, and store operations, ensuring a positive customer experience. You will be the first point of contact for many customers, handling a wide range of questions and requests. This position operates on a hybrid model, allowing for a balance between in-office engagement and the flexibility of remote work. The ideal candidate is a clear communicator with a passion for helping people.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding product availability, store hours, promotions, and general company information.
• Provide information and guidance on company policies, such as returns, exchanges, and loyalty programs.
• Assist customers in navigating the company website and online store.
• Escalate complex issues or complaints to the appropriate department or supervisor, ensuring follow-up.
• Maintain accurate records of customer interactions and inquiries using the CRM system.
• Gather customer feedback and report common inquiries or concerns to management for service improvement.
• Adhere to all company guidelines and service standards to ensure a consistent and high-quality customer experience.
• Stay updated on product knowledge and promotional campaigns to provide the most relevant information.

Requirements

• Minimum of 2 years of experience in a customer service or call center environment.
• Excellent verbal and written communication skills, with the ability to communicate clearly and empathetically.
• Strong organizational skills and the ability to manage multiple tasks efficiently.
• Proficiency in using basic computer applications, including email, web browsers, and CRM software.
• A friendly, patient, and customer-oriented attitude.
• Ability to work effectively in a team and independently.
• Must be located in or willing to commute to Mahikeng, North West , with flexibility for hybrid work.
• High school diploma or equivalent qualification required.

Benefits

• Our client offers a competitive hourly wage, opportunities for career progression within customer service and retail operations, and employee discounts on company products.
• This hybrid role provides a balance of in-office collaboration and remote flexibility.
• You will be part of a supportive team and receive ongoing training to enhance your skills.
• Join a reputable company and contribute to their commitment to excellent customer care.