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: In line with relevant industry benchmarks for Paterson grade.

Organisational Context:

At EM, we are driven by the purpose of “Making connections, powering tomorrow.” We power our customers’ worlds by integrating quality products into innovative solutions, supported by people who are passionate about service.

• Vision: Advance the lives of every person in Southern Africa sustainably through electrification and automation.

• Mission: Connect with customers by deeply understanding their evolving needs; promote brands and solutions to solve tomorrow’s problems today; and partner across the value chain in a sustainable, easy-to-do-business way.

Values:

• Open – We communicate honestly and transparently, listening deeply to differing views.

• Loyal – We serve our customers, colleagues, and manufacturers with integrity and dedication.

• Brave – We go beyond comfort zones, taking on new challenges with courage and vision.