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AI Summary
Provide professional assistance to customers via email, chat, and phone to resolve issues and maintain CRM records. Identify recurring problems and contribute to the improvement of support documentation and FAQs.
Job Overview
We are seeking a motivated and experienced Customer Support Agent to provide friendly, efficient, and solution-focused assistance to our customers. This is a fully remote role ideal for someone who is empathetic, patient, and committed to delivering an outstanding customer experience.
Key Responsibilities
- Respond to customer enquiries via email, live chat, and phone in a timely and professional manner
- Diagnose and resolve customer issues, escalating complex cases where necessary
- Maintain accurate records of all customer interactions in the CRM system
- Follow up with customers to ensure issues are fully resolved and satisfaction is confirmed
- Identify recurring issues and flag them to the product or operations team
- Contribute to the development and improvement of support documentation and FAQs
- Meet individual and team SLA targets consistently
Qualifications and Experience
- 1+ years of experience in customer support, helpdesk, or a similar role
- Excellent written and verbal communication skills
- Empathetic and solution-oriented approach to problem solving
- Experience with CRM or helpdesk platforms (Zendesk, Freshdesk, HubSpot)
- Ability to manage high volumes of queries efficiently
- Strong typing skills and computer literacy
- Reliable home office setup with stable internet connection
- Matric certificate required; customer service certification is advantageous
Salary: R18,000/month | 100% Remote
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