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Customer Support Advisor

1 month ago

Cape Town, South Africa Elevate International Full time

**Position Overview**:
**Key Responsibilities**:

- **Live Chat Support**: Respond promptly and professionally to customer enquiries via live chat, addressing concerns and providing solutions in real-time.
- **Ticket Management**: Manage and resolve customer support tickets efficiently, ensuring timely follow-up and resolution of issues.
- **Social Media Inboxes**: Monitor and respond to customer messages across social media platforms (Facebook, Twitter, Instagram, TikTok etc.) in a timely and professional manner.
- **Customer Satisfaction**: Ensure high levels of customer satisfaction by providing friendly, helpful, and personalised support to every customer.
- **Troubleshooting**: Support customers with technical issues or product enquiries, offering clear instructions and guidance to resolve problems.
- **Documentation & Reporting**: Maintain accurate records of customer interactions, document common issues, and provide feedback to improve the support process.
- **Collaboration**: Work closely with other teams, to ensure that customer issues are resolved and escalated as needed.
- **Continuous Improvement**: Contribute ideas to improve the customer support experience and identify areas where processes can be enhanced.

**Qualifications**:

- Excellent written and verbal communication skills in English.
- Strong problem-solving skills and ability to handle challenging customer situations with empathy and professionalism.
- Familiarity with customer support software (e.g., Zendesk, Freshdesk, Hubspot, Salesforce or similar tools) is advantageous.
- Ability to work well under pressure and manage multiple inquiries simultaneously.
- Strong attention to detail and organisational skills.
- A positive, friendly attitude with a passion for helping others.
- Self-motivated

**Preferred Skills**:

- Experience managing customer enquiries via live chat, tickets and social media platforms like Facebook, Twitter, and Instagram.
- Knowledge of CRM software and ticketing systems.

**Why Join Us?**
- Competitive salary and benefits package
- Opportunity to work in a fast-paced, dynamic environment with a focus on customer success.
- Career growth opportunities in a growing company.
- A supportive, collaborative, and inclusive company culture.

**How to Apply**:
If you are passionate about delivering exceptional customer service and enjoy engaging with customers across multiple channels, we would love to hear from you

Pay: R7 000,00 - R12 000,00 per month

Application Question(s):
**Experience**:

- Customer Support: 1 year (required)