Customer Support Representative (Cape Town)

Customer Support Representative

Monatgue Gardens & Century City (2 Locations)

We are looking for a proactive and customer-focused Customer Support Representative to join our team. If you excel at problem-solving, communication, and ensuring customer satisfaction, this is the perfect opportunity for you.

Responsibilities:

Customer Support & Issue Resolution

• Serve as the first point of contact for customer inquiries via email, phone, and chat.

• Address and resolve customer concerns promptly and professionally.

• Escalate complex issues to the relevant teams when necessary.

• Maintain detailed records of customer interactions and resolutions.

Order & Inventory Support

• Assist customers with order tracking, returns, and exchanges.

• Collaborate with the logistics team to resolve shipping and inventory-related inquiries.

• Provide accurate product information and availability updates.

Communication & Team Collaboration

• Work closely with sales and account management teams to ensure seamless customer experiences.

• Relay customer feedback to internal teams to improve products and services.

• Foster a positive and solution-oriented team environment.

Reporting & Process Improvement

• Track and report common customer issues to identify trends and areas for improvement.

• Suggest process enhancements to improve efficiency and customer satisfaction.

Key Skills:

• Strong problem-solving and conflict-resolution abilities.

• Excellent verbal and written communication skills.

• Proficiency in Microsoft Office (Excel, Outlook) and CRM systems.

• Patience and empathy when handling customer concerns.

• Ability to multitask and prioritise in a fast-paced environment.

Minimum Requirements:

• 1 - 2 years of experience in customer support, retail, or a related role.

• A degree or diploma in Business, Communications, or a relevant field (preferred but not essential).

• Experience with CRM or helpdesk software is a plus.

• Strong organisational skills and attention to detail.

• Ability to work independently and as part of a team.