Job Description

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