Cape Town City Centre: SUPPORT ADMINISTRATOR to be based in Bellville, Cape Town

THE MINIMUM REQUIREMENTS FOR THE ROLE ARE: Non-Negotiable: Matric / Grade 12 certificate or equivalent qualification, WITH a minimum of 2 years experience in a customer support, administrative, or operations support role. Familiarity with customer service or ticketing environments AND experience using ticketing systems such as Jira, Zendesk, Freshdesk, or HubSpot Service Hub. Proficiency in Microsoft Office Suite Exceptional written and verbal communication skills, WITH the ability to craft clear, professional customer correspondence and internal updates. Must also be comfortable managing both inbound and outbound calls. Must hold a valid drivers licence and have a reliable vehicle. Will also count in your favour if you have: Experience with knowledge base or documentation tools such as Confluence. A Diploma or tertiary qualification in Administration, Customer Service, or a related field. DUTIES WILL INCLUDE: Communicating proactively with customers , providing progress updates, follow-ups, and closure confirmations to ensure a positive support experience. Logging all support requests received via email, WhatsApp, and ticketing systems, ensuring every issue is recorded and tracked accurately. Tracking and monitoring ticket statuses to prevent unresolved or lost queries and ensure timely follow-up and resolution. Assisting with scheduling, data entry, and documentation tasks for the support team, maintaining accurate and up-to-date records. Maintaining and updating the knowledge base or documentation repositories to support continuous learning and efficiency within the team. Coordinating with operations, sales, and other departments to ensure customer queries, follow-ups, and resolutions are completed effectively. Tracking key performance indicators (KPIs) such as response and resolution times, to help identify areas for improvement in service delivery. Identifying and escalating overdue or high-priority issues to senior support staff or managers to ensure prompt attention and resolution.