Customer Support Representative

2 weeks ago


Johannesburg, Gauteng, South Africa Jobs 4 All Full time

Customer Support Representative

Location: Founders Hill, Modderfontein, Johannesburg

Department: Operations

Package: Market Related

Reports to: Chief Operations Officer (COO)

Application Close: 26/04/2024

Description: Our client is committed to delivering exceptional customer support through our cloud-based Smart Inspection Platform. We are currently looking for a dedicated individual to join our team as a Customer Support Representative. This role plays a vital part in ensuring high customer satisfaction and effective issue resolution.

Key Responsibilities:

  • Provide front-line support to customers via email, phone, and live chat.
  • Assist customers with inquiries, technical issues, and account-related concerns.
  • Guide customers through onboarding and provide necessary training.
  • Collaborate with internal teams to address complex issues.
  • Document interactions and feedback for continuous improvement.
  • Conduct follow-ups to ensure customer needs are met.
  • Assist in creating/updating support documentation.
  • Stay informed on product features and industry trends.
  • Resolve customer issues diplomatically and efficiently.
  • Apply time management based on ticket severity.
  • Meet performance and satisfaction targets.
  • Contribute to process improvements.
  • Understand customer goals and provide product information accordingly.
  • Educate and optimize product setup for customer success.

Skills & Qualifications:

  • Fluency in English and Afrikaans.
  • 2+ years experience in software customer support.
  • Additional qualifications in customer support are a plus.
  • Excellent written and verbal communication skills.
  • Strong customer service orientation.
  • Technical aptitude and problem-solving skills.
  • Patience and empathy in challenging situations.
  • Time management and organizational skills.
  • Team player mentality and collaboration skills.
  • Proficient in CRM systems and office software.
  • Ability to de-escalate and maintain positive relationships.
  • Advanced IT knowledge and willingness to learn new tools.
  • Organizational and strategic thinking skills.
  • Understanding of market needs and business use cases.
  • Pleasant phone and video communication manner.


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