Durban: Customer Support Agent posted by FOUR POINT 0

Role Overview

The Customer Support Agent will be responsible for managing customer interactions across multiple communication channels, including phone and email. The role involves providing accurate product information, processing orders efficiently, and delivering timely Level 1 (L1) support for sales, technical, and operational queries. This position is key to ensuring customer satisfaction and supporting smooth business operations.

Core Responsibilities

• Respond to customer enquiries via phone, email, and other platforms.
• Share clear and accurate product and service information.
• Capture and process orders in the system, coordinating with internal teams as needed.
• Conduct L1 troubleshooting and escalate issues when required.
• Keep detailed records of customer interactions and updates.
• Work in line with service level agreements and quality standards.

Essential Requirements

• NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical discipline.
• Minimum of 2 years’ experience in a customer support environment.
• Strong verbal and written communication abilities.
• Proven ability to multitask and prioritise effectively in a fast-paced setting.
• Practical knowledge of ERP and Workspace systems.
• Exposure to technical or industrial environments.

Advantageous Skills

• Familiarity with sales order processing platforms.
• Strong problem-solving and conflict resolution capabilities.