Role Summary:
The Customer Support Agent is responsible for delivering high-quality support services to our customers through various communication channels. This role is crucial in maintaining customer satisfaction by addressing inquiries, resolving issues, and providing product or service information. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a strong customer-centric approach.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication platforms.
- Identify customer needs, clarify information, and provide solutions or alternatives to ensure customer satisfaction.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Troubleshoot customer issues, offering step-by-step solutions or escalating complex problems to relevant departments.
- Follow up on customer interactions to ensure issues are fully resolved.
- Document all customer interactions, issues, and resolutions in the company's CRM system.
- Stay updated on product information, policies, and processes to provide accurate assistance.
- Communicate any significant product or service changes to customers.
- Collaborate with other team members and departments to improve the overall customer experience.
- Share insights and feedback with the Customer Support Manager to help refine support processes and policies.
- Suggest improvements based on customer feedback and trends.
Essential Requirements:
- A minimum of National Senior Certificate NQF 4 or equivalent.
- 2-3 years of experience in a customer support or related role.
- Proficiency in using CRM systems and other customer support software.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Ability to handle stressful situations and a fast-paced environment.
- Good organizational skills and attention to detail.
- Customer-focused with a commitment to providing exceptional service.
- Ability to work independently and as part of a team.
- Flexibility in adapting to evolving company products and new technologies.
- Proficiency in English.
Beneficial Requirements:
- Experience in Industrial Automation products.
- An electrical or mechatronics qualification.
- Experience with advanced troubleshooting and technical support.
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