Customer Service Expert

4 days ago

Pretoria, Gauteng, South Africa Yo-loco Full time

Role Summary

We are seeking a skilled Customer Service Expert to join our team at Yo-loco. As a key member of our support team, you will provide top-notch assistance to customers by troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction.

Key Responsibilities:

  • Client Support & Issue Resolution:
    • Serve as the primary point of contact for clients regarding product-related issues.
    • Provide timely and professional support via phone, email, chat, or ticketing systems.
    • Diagnose and troubleshoot software, hardware, and network-related problems.
    • Document and track customer interactions, issues, and resolutions in the CRM system.
  • Technical Troubleshooting & Assistance:
    • Identify, analyze, and resolve technical issues related to software, applications, and system configurations.
    • Guide clients through troubleshooting steps, ensuring clear and effective communication.
    • Escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.
  • Product Knowledge & Training:
    • 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 to ensure clients maximize product benefits.
  • System Monitoring & Maintenance:
    • Monitor system performance, uptime, and error logs to identify potential issues.
    • Work closely with IT and development teams to report bugs, errors, and system improvements.
    • Assist with routine software updates and patches to enhance product stability.
  • Customer Relationship Management & Feedback:
    • Ensure a high level of customer satisfaction by providing excellent service.
    • Gather customer feedback and report common issues or trends to the product team.
    • Maintain positive relationships with clients, ensuring retention and loyalty.

Requirements & Qualifications:

  • Education:
    • Diploma/Degree in Information Technology, Computer Science, or relevant experience.
  • 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.
  • Technical Skills:
    • Strong understanding of Windows, macOS, and mobile operating systems.
    • Basic knowledge of networking, troubleshooting, and software configurations.
    • Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
    • Experience with remote support tools (TeamViewer, AnyDesk, etc.).
  • Soft Skills:
    • Excellent communication and interpersonal skills to engage with clients effectively.
    • Ability to work under pressure and prioritize multiple tasks.
    • Strong problem-solving and analytical skills.
    • Patience and empathy when dealing with non-technical customers.

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