Technical Product Support (Call Centre)

PlaceTalent; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in Johannesburg is looking for a Product Support Associate to deliver exceptional customer support via call centre and email. The ideal candidate will possess a High School Diploma, have essential call centre experience, and demonstrate strong communication skills. Join a team where quality service and customer satisfaction are paramount.

Qualifications

• High School Diploma required.
• Experience in call centre operations essential.
• Strong verbal and written communication skills are vital.

Responsibilities

• Provide product support to customers via call centre and email.
• Ensure adherence to SLA requirements for phone and email support.
• Log calls accurately and manage customer expectations.

Skills

Call Centre experience

Communication skills

Detail-oriented

Team-oriented

Customer service dedication

Education

High School Diploma

Job description

Associate is responsible for Product Support to customers within the call centre and support desk environment. Associates are required to utilize the call centre management system and log phone calls. Associates are required to facilitate email support derived both internally and externally of the organization. Product Support Associates must maintain the highest standards of product knowledge as well as proficiency in written and verbal communications with customers. Customer etiquette, diligence and responsibility to take ownership of support enquiries is of the highest importance to the organization.

Education :

• High School Diploma

Skills / Experience required :

• Call Centre experience is essential
• Experience with Electronic products like Android and Apple
• Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision
• Computer literate general operational knowledge of computers
• Demonstrated strong and effective verbal, written, and interpersonal communication skills
• Must be team-oriented, possess a positive attitude and work well with others
• Must show demonstrated dedication to providing quality customer service internally and externally

Duties

Customer Support Call Centre SLA requirements :

• Ensure compliance is maintained within the call management system
• Offer email support to all GSA Business Partners and end users
• Associates are required to achieve a maximum of 30 seconds call holding time
• Associates are required to maintain call retention of less than 10% call abandonment
• Rate
• Associates are required to manage the call duration to within an average of 3 : 30 minutes
• without degrading customer sentiment. Call rotation is critical to maintaining call retention
• Diligently manage call logs with attention to accuracy and relevance to information to
• support reporting efforts
• Report to administrators on escalations and manage customer expectations timeously

Customer Support email SLA requirements :

• Offer email support both internally and externally of the organization
• Offer email support to all GSA Business Partners and end users, including international
• Business Partners and customers
• Strong focus to customer service and communication skills within email communication
• All emails received before 15 : 00pm are to be responded to before COB (Close of Business)
• Same day turn around on email enquiries

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Technical Support • Johannesburg, South Africa