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Customer Support Representative
2 weeks ago
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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