Customer Support Specialist

SUMMARY:
Salary: Industry Related, depending on experience + Standby Allowance + Company Performance Bonusses
 
Position will be based either in George, Cape Town OR Pretoria-East, Gauteng area
 
Working hours:  Monday – Friday 08:00 – 17:00 + Standby
 
Please note:  The salaries offered by our clients are determined in accordance with market standards, while considering the candidate's qualifications, skills, and level of experience.
 
We are seeking a dedicated and highly motivated Customer Support Specialist to join our client. This role is responsible for providing 1st line support for customers of utilities management services, handling inquiries, troubleshooting issues, and escalating complex cases as needed. As the first point of contact, you will play a critical role in delivering exceptional customer service, managing queries efficiently, and updating their database.

POSITION INFO:
Minimum requirements:

• Proven experience in a customer service or technical support role, ideally in a utility management or similar field
• Knowledge of SQL databases, with the ability to update and manage data accurately (MySQL)
• Proficiency in SQL for database querying and record maintenance.
• Familiarity with CRM software and other customer support tools.
• Strong troubleshooting abilities with an understanding of technical support best practices.
• Exceptional communication skills with a focus on active listening and empathy.
• Ability to stay calm and patient in high-stress situations, particularly with difficult clients.
• Strong problem-solving skills with a focus on providing positive customer experiences.

• 1st receiver of all support queries through support channels, whether email/whatssapp or support system tickets.
• Provide 2nd level support by resolving queries and/or guiding client on steps to resolve 1st level queries.
• Escalate advanced queries to 4th level support.
• Keep track of time spent on each query, whether resolved or escalated.
• Responsible for regular communication with the client as well as other support staff.
• Conduct training sessions for new users on software and systems.
• Assist in the onboarding process for new clients, ensuring a smooth transition and setup.
• Build and maintain strong relationships with clients through exceptional service.
• Provide timely updates to clients regarding the status of their support requests.
• Collect and document customer feedback to help improve products and services.