Customer Support Executive

Job Description

As a Customer Support Executive, you will play a critical role in ensuring customer satisfaction and loyalty. You will assist clients with inquiries and provide solutions effectively and efficiently. Your communication skills will help foster strong relationships between the company and our customers, enhancing their overall experience with our services.

Responsibilities

• Engage with customers to resolve inquiries as efficiently as possible.
• Offer technical support and product guidance to customers.
• Keep meticulous records of customer correspondence.
• Partner with technical teams to handle escalation issues.
• Create and manage customer service reports.
• Participate in continuous improvement initiatives.
• Mentor junior staff in customer service best practices.
• Aid in the development of customer engagement strategies.

Requirements

Education

• National Diploma in Customer Service
• Degree in Communications or Marketing is a plus

Experience

• 3+ years of experience in a customer-facing role

Technical Skills

• Help Desk Software
• Data Analysis Tools (e.g., Excel)

Soft Skills

• Empathy
• Time Management

Languages

• English: Fluent
• Sesotho: Conversational

Advantageous

• Proficiency in multiple languages: Ability to communicate effectively in English and any additional local languages.
• Experience in customer retention strategies: Background in developing strategies to improve customer loyalty.

Benefits

• Comprehensive medical aid cover
• Flexible working hours
• Annual leave and holiday pay
• Employee recognition programmes

Company Culture

• Innovation: We encourage innovative thinking and new ideas to improve our services.
• Work-Life Balance: We believe in a healthy work-life balance to promote employee well-being.
• Employee Engagement: Regular team-building events and activities encourage engagement and camaraderie.