Customer Support Agent
3 weeks ago
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication platforms.
- Identify customer needs, clarify information, and provide solutions or alternatives to ensure customer satisfaction.
- Troubleshoot customer issues, offering step-by-step solutions or escalating complex problems to relevant departments.
- Follow up on customer interactions to ensure issues are fully resolved.
- Document all customer interactions, issues, and resolutions in the company's CRM system.
- Communicate any significant product or service changes to customers.
- Collaborate with other team members and departments to improve the overall customer experience.
- Share insights and feedback with the Customer Support Manager to help refine support processes and policies.
- Suggest improvements based on customer feedback and trends.
- National Senior Certificate or N4
- An electrical or mechatronics qualification.
- 2-3 years of experience in a customer support or related role.
- Proficiency in using CRM systems and other customer support software.
- Experience with advanced troubleshooting and technical support and Industrial Automation will be beneficial.
- Proficiency in Afrikaans or Zulu will be beneficial.
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