Customer Support & Trade Development Executive

Talent Shore Ltd.; South Africa; Remote; ZAR 300.000 - 420.000; Vollzeit

Benefits dieser Stelle

Remote work

Zusammenfassung

Talent Shore Ltd. in South Africa is seeking a Customer Support & Trade Development Executive with an automotive background to manage inquiries and deliver exceptional service to small trade and independent automotive businesses.

The role emphasizes customer experience, relationship-building, and efficient handling of enquiries, while supporting commercial growth and maintaining credible communication within the automotive community.

Qualifikationen

• Experience in customer service or customer-facing roles.
• Excellent written and verbal communication.
• Strong organisational and time-management skills.
• Ability to engage with small trade or B2B customers.
• Comfortable using digital tools and platforms.

Aufgaben

• Manage and respond to inbound customer enquiries across channels.
• Support and manage enquiries via Gorgias (including AI chatbot handovers).
• Maintain accurate records of customer communications in HubSpot.
• Monitor daily enquiry threads and meet SLAs.
• Identify small trade customers and provide guidance on offerings.
• Escalate complex cases promptly and provide updates.
• Balance inbound needs with light trade development activity.

Kenntnisse

Customer service experience

Strong communication

Organisational skills

Relationship building

Digital tools familiarity

Tools

HubSpot

Gorgias

Jobbeschreibung

Customer Support & Trade Development Executive

Remote, South Africa | Posted on 04/02/2026

We are seeking a customer-focused Customer Support & Trade Development Executive with a strong automotive background to manage enquiries and provide exceptional service to small trade and independent automotive businesses. While the role involves supporting commercial growth, the primary goal is to deliver a high-quality customer experience, nurture relationships, and ensure enquiries are handled professionally and efficiently. The successful candidate should understand car culture and enthusiast behaviour, take ownership of customer needs, and communicate credibly within the automotive community.

Key Responsibilities

Customer Enquiries & Support (Primary Focus)

• Manage and respond to inbound customer enquiries across assigned channels
• Support and manage enquiries via Gorgias (including AI chatbot handovers)
• Ensure every customer is responded to promptly and professionally
• Maintain clear, complete records of all customer communications

CRM & Knowledge Management

• Maintain accurate tracking of enquiries, accounts, and interactions in HubSpot CRM
• Keep deal stages, notes, and follow-up actions updated
• Support improvement of the customer knowledge base within Gorgias
• Identify recurring questions or themes to help refine FAQs and support materials

Daily Service Threads & KPIs

• Monitor and action all daily enquiry threads
• Work within agreed SLAs to ensure smooth customer handling
• Treat daily enquiry threads as a core service performance KPI

Small Trade & Independent Business Support & Development

• Identify and engage small trade customers and independent automotive businesses
• Provide guidance on products and services appropriate to their needs
• Where relevant, conduct light outreach (including occasional cold calls) to introduce offerings and maintain relationships
• Maintain a healthy pipeline of engaged small trade customers

Customer Support & Trade Development Executive

• Escalate unclear, complex, or delayed cases promptly
• Communicate blockers or risks clearly and early
• Provide accurate, honest updates on all open enquiries and follow-ups

Ownership & Accountability

• Take end-to-end responsibility for assigned customer enquiries
• Ensure all actions claimed are genuinely completed
• Manage workload effectively to avoid backlogs
• Highlight process improvements and recurring challenges

Customer & Trade Partner Experience

• Represent the brand with credibility and professionalism in the automotive space
• Communicate in a way that resonates with enthusiasts and trade customers
• Contribute to improved response times, customer satisfaction, and overall confidence in the brand

Training will be provided on HubSpot, Gorgias, and internal systems.

• Customer-first mindset with commercial awareness
• Comfortable initiating conversations where helpful
• Honest and transparent
• Detail-oriented and process-driven
• Reliable, consistent, and accountable

Working Style

• Able to balance inbound customer needs with light trade development activity
• Understands that responsiveness, clarity, and follow-through support both customer satisfaction and commercial outcomes

Requirements

• Experience in customer service or customer-facing roles
• Strong organisational and time-management skills
• Excellent written and verbal communication
• High level of accountability and ownership
• Comfortable using digital tools and platforms

Highly Desirable (Strong Priority)

• Automotive background or genuine knowledge of car culture
• Understanding of automotive customer behaviour
• Experience with light outbound calling or follow-up communication
• Confidence engaging with small business owners
• Experience nurturing small trade or B2B customer relationships
• Familiarity with CRM systems (e.g. HubSpot)
• Experience with customer support platforms such as Gorgias

Customer Support & Trade Development Executive

• Exposure to AI-assisted customer support tools