We are seeking a friendly, detail-oriented Customer Service and Support Representative to join our team. The successful candidate will be the first point of contact for customers, providing assistance with inquiries, resolving issues, and ensuring an excellent customer experience.

Key Responsibilities:

• Handle inbound and outbound calls, emails, and live chats from customers in a professional and timely manner.
• Address customer inquiries, complaints, and service requests, ensuring resolutions meet company standards.
• Provide accurate information about products, services, and policies.
• Escalate complex issues to the appropriate departments and follow up to ensure resolution.
• Process orders, returns, and exchanges as required.
• Document customer interactions and maintain updated records in the CRM system.
• Identify and suggest opportunities for process improvement to enhance customer satisfaction.

Requirements:

• Minimum 2 years of experience in a customer service or support role.
• Strong communication skills, both written and verbal.
• Fluent in [insert required languages, e.g., English and Afrikaans].
• Proficient in using customer service software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to work in a fast-paced environment and handle high-pressure situations.
• Strong problem-solving skills and attention to detail.
• Positive attitude, empathetic demeanor, and commitment to delivering exceptional customer experiences.
• Flexibility to work shifts, weekends, and public holidays, if required.

Qualifications:

• Matric (Grade 12) or equivalent qualification.
• Diploma or certification in customer service, communication, or a related field is advantageous.
• Computer literacy, including proficiency in MS Office (Word, Excel, and Outlook).