Customer Support Agent
Role Summary:
The Customer Support Agent is responsible for managing incoming customer interactions through calls, emails, and other communication channels. The role provides accurate information, processes orders efficiently, and ensures prompt Level 1 (L1) issue resolution across sales, technical, and operational queries. This position plays a critical role in maintaining a high standard of customer satisfaction and operational excellence.
Key Responsibilities:
- Handle and resolve customer queries via phone, email, and other channels.
- Provide product and service information to customers.
- Process orders accurately in the system and coordinate with relevant teams.
- Perform L1 troubleshooting and escalate unresolved issues appropriately.
- Maintain detailed and accurate customer interaction records.
- Ensure adherence to service level agreements and quality standards.
Essential Requirements:
- NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical field.
- 2+ years’ experience in a customer support role.
- Strong verbal and written communication skills.
- Ability to multitask and prioritise in a fast-paced environment.
- Working knowledge of ERP and Workspace systems.
- Experience in a technical or industrial environment.
Beneficial Requirements:
- Familiarity with sales order processing systems.
- Problem-solving and conflict resolution skills.
Work Environment & Compensation:
- Location: Regional Branch.
- Travel: Minimal.
- Working Hours: Standard business hours.
- Compensation: Based on Paterson C2 grade, aligned with market benchmarks.
- Department
- Customer Support
- Role
- Customer Support Agent
- Locations
- EM Cape Town
About EM
EM is a specialist provider of electrical switchgear and solutions for automation and energy management.
We remain totally committed to our founding principle of supplying Africa with world-leading, high-quality products, brought to you by people passionate about service.