Customer Support Agent

The Customer Support Agent is responsible for delivering high-quality support services to our customers through various communication channels. 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. 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. 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: National Senior Certificate or N4 An electrical or mechatronics qualification. 2-3 years of experience in a customer support or related role. Proficiency in using CRM systems and other customer support software. Experience with advanced troubleshooting and technical support and Industrial Automation will be beneficial. Proficiency in Afrikaans or Zulu will be beneficial.