Customer Service Agent – Johannesburg, Gauteng
Job Purpose:
We are seeking a dedicated Customer Service Agent to join our team in Johannesburg. The successful candidate will assist customers with product-related queries, troubleshoot issues, and deliver world-class service. This role requires someone who is customer-focused, tech-savvy, and comfortable working night shifts.
Minimum Requirements (Qualifications and Experience):
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Grade 12 / Matric certificate.
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Clear credit and criminal record.
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Minimum in an international customer service environment.
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Previous experience working overnight shifts.
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Strong troubleshooting and problem-solving skills.
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Excellent verbal and written English communication.
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Availability to work night shifts and flexible hours.
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Familiarity with call centre tools, CRM systems, and customer service best practices.
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Proficiency in MS Office (advantageous).
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Ability to manage time effectively, work under pressure, and meet deadlines.
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working with KPIs and performance targets.
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Knowledge of compliance and regulatory requirements within customer service.
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Proven ability to build relationships and contribute to customer retention strategies.
Key Responsibilities:
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Respond to customer queries via phone, email, or digital platforms.
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Provide clear, step-by-step guidance to resolve customer issues.
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Escalate unresolved technical issues to internal support teams.
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Handle complaints, warranty questions, and service requests professionally.
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Accurately log all interactions and maintain up-to-date customer records.
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Meet or exceed performance metrics (resolution time, satisfaction scores, retention rates).
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Collaborate across departments to enhance customer experience.
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Adhere to internal processes, service standards, and regulatory requirements.
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Contribute ideas to improve support processes and customer engagement.
Behavioural Competencies:
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High attention to detail and accuracy.
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Ability to remain calm under pressure and handle challenging situations.
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Reliable and accountable for personal performance and service delivery.
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Proactive, with strong analytical and problem-solving abilities.
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Team-oriented, supportive, and cooperative.
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Goal-driven and committed to continuous improvement.
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Open to feedback and able to follow procedures.
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Resilient and adaptable in a fast-paced, changing environment.