Customer Service Representative (with IT background) Wanted

We are seeking a Customer Service Representative (with IT background) to join our support team. The ideal candidate will be passionate about technology, problem-solving, and delivering exceptional customer experiences.

You will handle customer queries via WhatsApp, email, and phone, assist with technical troubleshooting, and ensure smooth communication between clients, technicians, and the operations team.

Key Responsibilities

Customer Support

• Respond to customer inquiries via WhatsApp, email, and phone professionally and promptly.
• Handle complaints, feedback, and requests with empathy and efficiency.
• Follow up with customers after installations, recoveries, and service calls.
• Maintain accurate records of customer interactions and updates.

Technical Assistance

• Assist clients with basic troubleshooting of security devices and mobile app connectivity.
• Log and escalate complex technical issues to the technical team for resolution.
• Work with technicians to ensure timely installation, replacement, or recovery updates.
• Monitor system alerts and ensure quick responses to offline or malfunctioning units.

Coordination & Reporting

• Record all customer tickets, recovery updates, and complaints in the CRM system.
• Prepare short daily/weekly reports on service quality and customer satisfaction.
• Collaborate with sales and finance teams to resolve client-related issues.

Requirements

Education & Experience

• Diploma or degree in Information Technology, Computer Systems, or related field (advantageous).
• Minimum of 1 year experience in customer service, preferably in a tech or tracking environment.
• Familiarity with GPS tracking systems, mobile apps, or IoT devices is an added bonus.
• Must be south African citizen and must reside in cape town close to bellville

Skills

• Strong verbal and written communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Knowledge of CRM systems and ticketing tools.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to work under pressure and multitask effectively.

Attributes

• Tech-savvy with a customer-first mindset.
• Patient, professional, and calm even in stressful situations.
• Team player who collaborates well across departments.
• Highly organized and detail-oriented.

Working Hours:

Monday to Saturday (Shifts may apply for 24/7 support operations)

Salary:

Market-related (based on experience and qualifications)

Location:

Trekit365 Head Office, Cape Town

If you are interested please email CV: jobs@trekit365.co.za