Customer Support Agent

Job Description

As a Customer Support Agent at Tech Services Group, you will engage directly with our clients to address their needs promptly and effectively. Your role will involve troubleshooting issues, providing information about products and services, and ensuring overall customer satisfaction. We value empathy, patience, and a proactive approach to problem-solving in our team members.

Responsibilities

• Engage with customers through various communication platforms.
• Resolve issues while adhering to company policies and procedures.
• Provide feedback to management on recurring customer issues.
• Contribute to a positive team culture by supporting colleagues.
• Maintain current knowledge of products and services.
• Assist in onboarding and training of new customer support agents.

Requirements

Education

• Matric certificate or equivalent
• Advanced diploma in Customer Service is a plus

Experience

• 3+ years of experience in a fast-paced customer service environment

Technical Skills

• Zendesk or similar ticketing systems
• Social media platforms

Soft Skills

• Empathy
• Time management

Languages

• English: Fluent
• IsiXhosa: Basic

Advantageous

• Experience with complaint resolution: Ability to handle customer complaints professionally and effectively.
• Knowledge of customer service best practices: Keeping up-to-date with customer service trends and improvements.

Benefits

• Comprehensive health benefits including dental and vision
• Annual bonus based on performance
• Flexible work hours and work-life balance
• Support for continuous learning and upskilling

Company Culture

• Inclusivity: We embrace diversity and aim to create a welcoming environment for all team members.
• Fun workplace: We believe in fostering a fun, positive work atmosphere where employees enjoy coming to work.
• Open communication: We promote open dialogue and encourage team members to share their ideas and feedback.