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Job Purpose:

We’re seeking a Customer Service Agent to join our team . This role involves assisting customers with product-related queries, troubleshooting issues, and delivering world-class service. The ideal candidate is customer-focused, tech-savvy, and able to work night shifts.

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 
• Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.
• Strong troubleshooting skills 
• Excellent written and verbal English communication..
• Availability to work at Night
• 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 
• Provide clear, step-by-step guidance to help resolve customer issues
• Escalate unresolved technical concerns to the appropriate internal teams.
• 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

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