Customer Service Agent

1 week ago

Johannesburg Metropolitan Area, South Africa Trending Talent Solutions Full time R2 500 000 - R3 500 000 per year

Job Purpose:

We're seeking a Customer Service Agent to join our team supporting a leading USA/Australian brand of premium kitchen appliances. This role involves assisting customers with product-related queries, troubleshooting appliance issues, and delivering world-class service. The ideal candidate is customer-focused, tech-savvy, and able to work night shifts aligned with USA/Australian time zones

Minimum requirements (Qualifications and Experience):

  • Grade 12/Matric.
  • Must have a clear credit and criminal record.
  • Minimum 2 years' experience in international customer service.
  • Must of Worked overnight shift previously .USA/Australian business hours
    (overnight shifts in South Africa) preferred
  • Experience supporting customers in a technical or product-focused environment (appliances/electronics preferred).
  • Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.
  • Strong troubleshooting skills and the ability to clearly explain appliance functionality and fixes
  • Excellent written and verbal English communication..
  • Availability to work USA/Australian business hours
    (overnight shifts in South Africa)
  • Familiarity with call centre tools, CRM systems, and best practices.
  • Proficiency in MS Office (advantageous).
  • Ability to manage time effectively, work under pressure, and meet deadlines.
  • Experience working with KPIs and performance targets.
  • Knowledge of relevant compliance and regulatory requirements.
  • Proven ability to build relationships and contribute to customer retention strategies

Key Responsibilities:

  • Respond to customer queries via phone, email, or digital platforms regarding a range of high-end kitchen appliances.
  • Assist with product usage, setup, and basic troubleshooting for appliances such as espresso machines, ovens, juicers, and blenders.
  • Provide clear, step-by-step guidance to help resolve product issues
  • Escalate unresolved technical concerns to the appropriate internal teams.
  • Educate customers on features, product care, and optimal usage
  • Support customer satisfaction and retention through professional handling of complaints, warranty questions, and service requests.
  • Accurately log all interactions and maintain customer records in internal systems
  • Achieve performance metrics such as resolution time, satisfaction scores, and retention rates.
  • Collaborate across departments to enhance the customer experience.
  • Comply with internal processes, service standards, and regulatory requirements
  • Contribute ideas to enhance support processes and customer engagement

Behavioural Competencies Required:

  • Strong attention to detail and accuracy.
  • Ability to work well under pressure and remain calm in challenging situations.
  • Reliable and accountable for personal performance and service delivery.
  • Proactive problem-solver with strong analytical skills.
  • Team-oriented and supportive of colleagues.
  • Committed to achieving personal and team goals.
  • Receptive to feedback and able to follow instructions and procedures.
  • Resilient and adaptable in a fast-paced environment

Johannesburg

Published Date: 25 November 2025

Closing Date: 05 December 2025

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