Customer Support Specialist

Job Description

Are you passionate about delivering exceptional customer service? We are in search of a Customer Support Specialist who will be the first line of support for our clients. As a key member of our team, you'll handle customer inquiries, provide solutions, and ensure a positive experience.

Responsibilities

• Assist customers with product-related inquiries and technical issues.
• Maintain a thorough understanding of our products and services.
• Develop and maintain knowledge base articles and FAQs.
• Work with management to identify training needs for the team.
• Stay updated on industry trends and customer service strategies.

Requirements

Education

• Matric (Grade 12)
• Diploma or degree in Customer Service Management is preferred

Experience

• 3+ years in a customer support role or call center environment

Technical Skills

• CRM software experience
• Technical troubleshooting skills

Soft Skills

• Empathy
• Adaptability

Languages

• English: Fluent
• Sesotho: Conversational

Advantageous

• Experience in a technical support role: Previous roles involving technical troubleshooting are advantageous.
• Familiarity with product knowledge systems: Ability to work with internal knowledge bases to assist customers.

Benefits

• Comprehensive medical aid coverage
• Performance bonuses based on metrics
• An employee assistance program
• Training and development programs

Company Culture

• Diverse and Inclusive: We embrace diversity and encourage an inclusive workplace for all.
• Innovation-driven: Our culture encourages creativity and innovative thinking.
• Community-focused: We believe in giving back to our community and encouraging volunteerism among employees.