Customer Support Agent

Responsibilities

• Respond to customer enquiries via email, live chat, and phone in a timely and professional manner
• Diagnose and resolve customer issues, escalating complex cases where necessary
• Maintain accurate records of all customer interactions in the CRM system
• Follow up with customers to ensure issues are fully resolved and satisfaction is confirmed
• Identify recurring issues and flag them to the product or operations team
• Contribute to the development and improvement of support documentation and FAQs
• Meet individual and team SLA targets consistently

Requirements

• 1+ years of experience in customer support, helpdesk, or a similar role
• Excellent written and verbal communication skills
• Empathetic and solution-oriented approach to problem solving
• Experience with CRM or helpdesk platforms (Zendesk, Freshdesk, HubSpot)
• Ability to manage high volumes of queries efficiently
• Strong typing skills and computer literacy
• Reliable home office setup with stable internet connection
• Matric certificate required