Customer Support Representative

Job Description

As a Customer Support Representative at Customer Solutions Ltd., you will be the first point of contact for our clients, helping them resolve issues, answering queries, and providing exemplary service. This role requires excellent communication skills, a problem-solving attitude, and the ability to work efficiently under pressure.

Responsibilities

• Handle customer complaints with empathy and professionalism.
• Ensure service level agreements are met for response and resolution times.
• Assist in onboarding new customers with tailored support.
• Identify opportunities for upselling and cross-selling products.
• Engage in continuous self-improvement by attending training sessions.
• Actively contribute to team meetings and discussions for process improvements.

Requirements

Education

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

Experience

• 2+ years in customer support or call center environment

Technical Skills

• Experience with support ticket systems
• Technical support skills

Soft Skills

• Adaptability
• Conflict resolution

Languages

• English: Fluent
• Xhosa: Conversational

Advantageous

• Proficiency in a second language is an advantage: Ability to communicate in multiple languages enhances customer interaction.
• Prior experience in retail or e-commerce support: Experience in dealing with retail customers or online shoppers.

Benefits

• Comprehensive health benefits
• Annual bonus potential based on performance
• Opportunities for career advancement
• Wellness programs to support mental health
• Team-building activities and outings

Company Culture

• Innovative thinking: Encouraging creative solutions to problems and welcoming new ideas.
• Inclusive environment: We celebrate diversity and ensure all employees feel welcome and valued.
• Supportive management: Our management team is committed to developing and supporting every employee's career aspirations.