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Customer Service Representative

2 months ago

Johannesburg, Gauteng, South Africa Ferva Business Partners Full time
Role Overview

The Support Agent is a vital member of our customer service team, responsible for delivering exceptional service and assistance to our clients. This role involves providing timely and effective communication, problem-solving, and relationship-building skills to ensure client satisfaction.

Key ResponsibilitiesReception
  • Respond to customer inquiries and concerns in a professional and courteous manner.
  • Transfer calls and emails to the appropriate department and provide support as needed.
  • Take detailed messages and maintain accurate records.
User Support
  • Address client queries and provide solutions to technical issues with a thorough understanding of our products and services.
  • Coordinate technician visits, schedules, and follow-up calls to ensure customer satisfaction.
  • Monitor and respond to emails and WhatsApp group communications, including closing relevant tickets.
  • Ensure an exceptional customer experience by building rapport and making clients feel welcome.
  • Complete daily reports on calls and repairs, submitting them to the Department Manager.
  • Verify technician activities and maintain accurate records in Zoho.
  • Confirm customer appointments prior to technician visits.
Customer Relationship Management
  • Manage customer interactions effectively, ensuring correct data capture and prompt action from the technical support team.
  • Uphold and champion VaultGroup's values in all interactions.
Requirements
  • Matric / Grade 12 / National Senior Certificate.
  • Previous experience in customer service or a related field is advantageous.
  • Strong communication skills, both verbal and written.
  • Computer literacy.
  • Excellent problem-solving abilities.
  • Ability to handle customer interactions with professionalism and discretion.
  • Organisational skills and attention to detail.
  • Proactive and solutions-oriented mindset.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.