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Customer Service Representative

2 weeks ago

Pretoria, Gauteng, South Africa Yo-loco Full time
About the Job

As a CUSTOMER SERVICE REPRESENTATIVE at Yo-loco, you will be the primary point of contact for clients regarding product-related issues. Your role involves providing timely and professional support via various channels, including phone, email, chat, or ticketing systems.

You will diagnose and troubleshoot software, hardware, and network-related problems, document and track customer interactions, issues, and resolutions in the CRM system, and evaluate and escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.

To excel in this role, you will need strong problem-solving skills, technical expertise, and excellent communication abilities. You will also develop a deep understanding of the company's products, services, and features, assist clients with software installations, updates, and configurations, provide user training and onboarding sessions, and maintain positive relationships with clients, ensuring retention and loyalty.

Responsibilities
  • Provide exceptional customer service via various channels.
  • Troubleshoot software, hardware, and network-related problems.
  • Document and track customer interactions, issues, and resolutions.
  • Evaluate and escalate complex issues.
  • Develop product knowledge and provide user training.
  • Maintain positive relationships with clients.
Qualifications
  • Diploma/Degree in Information Technology, Computer Science, or relevant experience.
  • Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
  • Experience working with ticketing systems, CRM software, or customer support platforms.
  • Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
  • Strong understanding of Windows, macOS, and mobile operating systems.
  • Basis knowledge of networking, troubleshooting, and software configurations.
  • Ability to work under pressure and prioritize multiple tasks.
  • Patience and empathy when dealing with non-technical customers.