Customer Service Representative

OVERVIEW

We are recruiting on behalf of our client for a Customer Service Representative based in Johannesburg. This is an in-person role supporting a South African client. The role involves serving as a first point of contact for customers across multiple channels, including phone, email, and live chat. The ideal candidate is someone who communicates clearly, handles pressure calmly, and takes ownership of customer issues from start to resolution.

KEY RESPONSIBILITIES
Respond to customer inquiries via phone, email, chat, and in-person interactions in a timely and professional manner
Provide accurate information regarding products, services, and company processes
Resolve customer complaints with patience and professionalism, ensuring a satisfactory outcome where possible
Escalate complex or unresolved issues to the appropriate team or department
Log all customer interactions accurately in the relevant CRM or ticketing system
Follow up on outstanding requests to ensure timely resolution and customer satisfaction
Maintain up-to-date knowledge of client products, policies, and procedures

REQUIREMENTS
Matric (Grade 12) as a minimum qualification
Relevant tertiary qualification such as a National Diploma or NQF Level 5 certificate in Business
Administration, Communication, or a related field is advantageous
Minimum of 1–2 years of experience in a customer service, call center, or client-facing role
Strong written and verbal communication skills in English
Computer literacy, including experience with email platforms and CRM or ticketing systems

PREFERRED EXPERIENCE
Familiarity with customer service platforms such as Zendesk, Freshdesk, or Salesforce
Experience handling multi-channel support, including live chat and inbound calls
Exposure to e-commerce, SaaS, or retail customer environments

KEY COMPETENCIES
Strong communication skills
High attention to detail
Strong organizational skills
Ability to work independently
Professionalism and reliability