Virtual Helpdesk Representative

PST.AG; Durban; On-site; ZAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Care Specialist to enhance their customer support operations. In this role, you will be responsible for creating and resolving customer tickets, ensuring seamless communication and support throughout the process. You will also manage appointment scheduling and contribute to the documentation of processes. The ideal candidate will have a Bachelor's degree, over five years of experience in a similar role, and familiarity with ERP systems. Join a forward-thinking team that values strong organizational skills and professional communication, where your contributions will directly impact customer satisfaction and operational efficiency.

Qualifications

• 5+ years experience in a customer service or similar role.
• Strong organizational and project management skills.
• Experience with ERP systems and ticketing systems.

Responsibilities

• Create and resolve customer tickets while providing seamless support.
• Schedule and document appointments, ensuring efficient workflow.
• Manage customer communication and process documentation.

Skills

Customer Care

Project Management

Organizational Skills

Professional Communication

Attention to Detail

eCommerce Exposure

Flexibility and Independence

Education

Bachelor's Degree

Tools

ERPNext

NetSuite

Odoo

Flectra

SuiteCRM

Job description

Responsibilities:
• Customer Care: Creating tickets and resolving customer cases.
• Customer Communication: Delivering comprehensive, seamless customer support from start to finish.
• Ticket Processing: Initiating, tracking, and reviewing tickets as well as supporting customers throughout the entire process.
• Scheduling Appointments: Arranging and organizing appointments and documenting their content.
• Enterprise Resource Planning System: Creating, from offers up to invoices, out of an ERP-System.
Not limited to:
• Customer Care
• Process Documentation
• Workflow management
• Marketing/Social Media
•
Qualification:
• Bachelors Degree in any related discipline.
• 5 plus years experience in a similar role
• Experience in sales, marketing, or customer service
• Strong organizational skills
• Ability to work efficiently in a fast-paced environment
• Project management and coordination skills
• Must be amenable to work Central European Time ( CET )
•
Must Have:
• Familiarity with ERPNext or similar (NetSuite, Odoo, Acumatica, Sage etc )
• Familiarity with working in a ERPNext or similar ticketing system (Odoo, Flectra, OpenERP, SuiteCRM etc)
• Experience with LLM ( Large Language Models) - Be able to use it and create prompts and understand the output.
• Professional communication skills
• Strong attention to detail
• Experience / Exposure in eCommerce
• Very good and confident English skills, both written and spoken
• Flexibility, independence, and ability to work in a team

Nice to Have:
• Experience in marketing and/or social media
• Knowledge of German language