15 Customer Support jobs in Benoni

An after-sales support role responsible for liaising with clients to troubleshoot faults and assist with repair services, new installs, ad-hoc installations, and de/re-installation services for all Optix product ranges.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

• Grade 12 (Matric)
• Good command of English (verbal and written)
• Excellent communication skills with clients and internal teams
• Strong decision-making and problem-solving abilities
• Good organizational and time management skills
• Ability to work well under pressure and adapt to change
• High level of discretion and trustworthiness
• Strong attention to detail
• Proficient in Microsoft Office Suite and internal company systems
• Sound understanding of Optix products and services

• In the role of a Tier 1 Support Agent, you will be at the forefront of ensuring that clients receive efficient, effective, and helpful technical assistance. Your ability to communicate clearly, troubleshoot effectively, and collaborate within a team will be essential in delivering exceptional support experiences.

• Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to understand their technical issues, inquiries, and concerns. Maintain a professional and empathetic demeanor while providing clear and concise information.

• Issue Triage: Assess incoming support requests, inquiries, and incidents to determine their urgency and impact on clients. Prioritize and categorize issues accurately for effective resolution.

• Troubleshooting: Utilize a solid understanding of the software products and services to diagnose and troubleshoot technical issues reported by clients. Follow established guidelines and processes to identify root causes and offer preliminary solutions.

• Issue Resolution: Independently resolve straightforward technical issues using available resources, documentation, and established solutions. Ensure that solutions are accurate, consistent, and aligned with company policies and standards.

• Escalation: Collaborate with Tier 2 support or other specialized teams when issues require advanced technical knowledge or are beyond the scope of Tier 1 support. Provide comprehensive and well-documented information to facilitate smooth escalation.

• Client Education: Offer guidance to clients on basic software functionalities, features, and best practices to empower them with self-sufficiency and optimize their usage of the software.

• Quality Assurance: Adhere to established quality assurance processes to ensure that support interactions are handled accurately, professionally, and in alignment with company standards. Strive for high client satisfaction ratings.

• Continuous Learning: Stay up to date with product updates, enhancements, and new features to provide accurate information to clients. Participate in training sessions and professional development opportunities to enhance technical skills.

The primary objective of the Technical Software Support Tier 1 Agent is to engage with clients professionally on a daily basis. This role demands exceptional communication skills and strong problem-solving abilities. The core responsibility is to promptly and accurately address client support issues, ensuring efficient resolution with a consistent focus on delivering a high level of client satisfaction

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

• Independent Decision-Making
• Collaboration with Optix Internal Departments
• Organizational skills
• Time Management
• Good command of English
• Excellent communication Skills with Clients and Internal teams
• Ability to work under pressure and adapt to change.
• Discretion and trustworthiness
• Attention to Detail
• Good Knowledge of Microsoft Office Suite and Internal Company Systems and Product Knowledge

The primary purpose is to engage with clients in a professional manner on a daily basis. This involves efficiently fulfilling job requests and tasks within specified time frames, adhering to established standards, client requirements, and the velocity system. The role also encompasses delivering constructive feedback to clients regarding completed or ongoing work. The Technical Software Support Tier 2 Agent plays a pivotal role in maintaining a consistently high level of quality and efficiency within the Support Department, contributing to its overall effectiveness and operational excellence.

• Advanced Issue Resolution: Take ownership of escalated technical issues from Tier 1 support agents and clients, applying in-depth technical expertise to diagnose, troubleshoot, and resolve complex software-related problems.
• Client Collaboration: Engage directly with clients to understand their escalated concerns, providing clear and empathetic communication while managing expectations regarding issue resolution timelines and processes.
• Collaboration with Technical Teams: Communicate effectively with internal technical teams, as well as external partners like Lytx, to escalate issues that require specialized knowledge or resources beyond Tier 2 capabilities. Facilitate a smooth transition of information for prompt resolution.
• Problem Solving: Analyse intricate software issues, leveraging a comprehensive understanding of software architecture, networking, and system integration, to identify root causes and devise innovative solutions.
• Documentation and Knowledge Base: Document detailed technical information, troubleshooting steps, and resolutions in a structured manner within the ticketing or CRM system.
• Quality Assurance: Ensure that escalated issues are resolved with accuracy and efficiency, adhering to company standards and guidelines. Strive for excellence in problem-solving and client satisfaction.
• Mentorship and Training: Provide guidance and mentorship to Tier 1 support agents, sharing technical insights, best practices, and problem-solving strategies to enhance their skills and capabilities.
• Continuous Learning: Stay current with the latest software updates, features, and industry trends to remain well-informed and capable of addressing complex client inquiries.
• Performance Metrics: Contribute to team goals by meeting or exceeding key performance indicators related to issue resolution timeframes, client satisfaction ratings, and ticket management.
• Process Improvement: Identify patterns and trends in escalated issues, collaborating with internal teams to develop strategies for enhancing software usability, reducing support inquiries, and improving overall client experience.
• Client Feedback: Proactively gather feedback from clients on their experiences, identifying areas of improvement and potential enhancements to software functionalities.
• Cross-Functional Collaboration: Work collaboratively with other departments, such as Logistics, to communicate recurring issues and contribute to the enhancement of software products.

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

What does a Customer Support Agent do?

A Customer Support Agent, or CSA, will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSAs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. CSAs can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these CSAs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Support Agent list:

• Manage large amounts of incoming phone calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Requirements and skills

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

SITE: BOKSBURG

DIVISION: CORRUSEAL GROUP

REPORTING TO: GROUP CHIEF INFORMATION OFFICER

PURPOSE OF THE JOB

Responsible for maintaining and supporting end user computing, basic enterprise network and server infrastructure to ensure optimal performance and security.

KEY RESPONSIBILITIES

MAINTENANCE OF ENTERPRISE NETWORK AND SERVER INFRASTRUCTURE

• Installs updates for server hardware and software systems.
• Monitors server performance to ensure efficient and secure operation.
• Coordinates with other IT professionals to ensure efficient network and server usage.
• Maintains basic network hardware and software systems.
• Monitors and maintains high standards of user experience on business applications relating to end user computing.
• Ensures that datacentre server rooms are always 100% compliant with power, cooling, access control and servicing of the equipment
  .

TROUBLESHOOTING AND REMEDIATIONS OF FAULTS

• Identifies and troubleshoots network and server-related issues based on Aruba and Microsoft best practises.
• Identifies and troubleshoots end user computing related issues based on best practise guides by current technology vendors solutions implemented at business.

SECURE AND RESILIENT INFRASTRUCTURE

• Performs Windows updates on non-critical servers and end user computing devices.
• Maintains enterprise cybersecurity hardware and software by ensuring all versions are up to date for end user computing and enterprise infrastructure.
• Manages user accounts, permissions, and system controls relating to end user computing and enterprise applications.

PROJECT MANAGEMENT

• Actively participates in high level, business-wide projects. This involves both working independently and as a part of a team to fulfil the project delivery objectives.
• Delivers projects on budget and on time
  .

SKILLS AND COMPETENCIES

• Adaptability
• Good communication skills (verbal and written)
• Customer focus
• Decision making
• Information monitoring
• Planning and organising
• Analytical
• Attention to detail
• Problem solving skills

REQUIRED MINIMUM QUALIFICATIONS / EXPERIENCE

• Hardware certification- A+
• Network certification- N+
• Microsoft certification.
• Two (2) years' experience working in IT as Junior IT Helpdesk Technician with the respective technology at an intermediate level with experience in installation, configuration, maintenance and support
• Two (2) years' experience at an intermediate level working on Microsoft Windows Server 2019 and 2022.
• Two (2) years' experience installing, configuring and working on Windows desktop edition.
• two (2) years' experience working on enterprise level and point detection and reaction software.

Job Title: Customer Services Consultant

Company: Korean Motor Spares

Job Type: Full-time, On-site

About Us

Korean Motor Spares, established in 1996, is one of South Africa's leading importers and distributors of Hyundai, Kia, Daewoo and Ssangyong spare parts. With branches nationwide, we pride ourselves on supplying high-quality parts, excellent customer service and maintaining strong relationships with both retail and trade clients.

We are currently seeking a dedicated and experienced Auto Parts Customer Service Consultant to join our Edenvale Main Branch team.

Key Responsibilities

• Provide expert advice and sales support on a wide range of Korean vehicle parts (Hyundai, Kia, Daewoo, Ssangyong).
• Assist online - customers, mechanics and trade clients with quotations, orders and parts identification.
• Build and maintain strong customer relationships to drive repeat business.
• Work closely with branch staff to ensure smooth daily operations.
• Handle stock checks, invoicing and related admin tasks.

Requirements

• 5+ years experience in automotive spare parts sales (essential).
• Solid knowledge of car parts and mechanical systems.
• Previous mechanic experience or technical automotive background is a strong advantage.
• Reliable form of transportation to and from work.
• Strong communication skills with both English and Afrikaans proficiency being advantageous.
• Computer literacy (basic invoicing and POS systems).
• Basic Social Media applications: Whatsapp, Facebook, Instagram etc. for response.
• Customer Service Consulting will be main objective to respond to all inquiries.

Personality Traits We Value

We're not just looking for experience – we want the right attitude too. The ideal candidate will be:

• Customer-focused – always willing to help customers find the right part.
• Energetic & approachable – friendly personality that builds trust.
• Detail-oriented – accurate with quotations, part codes and stock management.
• Team player – willing to support fellow staff members.
• Problem-solver – able to think quickly when sourcing or advising on parts.

Working Hours

• Monday to Friday: 08:00 – 17:00
• Saturday: 08:00 – 13:00

Training Period

All successful applicants must undergo 1–2 weeks of training and testing at our Edenvale Main Branch. This will be at a fixed daily rate, which will be communicated upfront.

Location

Edenvale Main Branch (On-site only, no remote work).

Why Join Us?

At Korean Motor Spares, you'll be part of a trusted brand with nearly 30 years of industry experience, a supportive team environment and opportunities to grow in the automotive spares industry.

How to Apply:

Submit your CV along with a brief cover letter highlighting your automotive experience and why you'd be a good fit for this role.

Job Type: Full-time

Pay: R7 000,00 - R10 000,00 per month

Ability to commute/relocate:

• Edenvale, Gauteng: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Auto Parts Sales: 5 years (Required)

Location:

• Edenvale, Gauteng (Required)

Work Location: In person

Our upcoming 20th anniversary is a testament to our ambition for growth and energy. We value our people as much as we value our long standing relationships with our clients. Our dynamic and diversified service offering allows our staff to be part of creating intelligent solutions tailor made to our clients.

Purpose:

The incumbent is responsible to ensure that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the company's products and services. The incumbent must have basic product knowledge and may be responsible for marketing the company's products and cross-selling them in an effective manner.

• Monitor client satisfaction and build relationships with current and potential clients.
• Follow up on 3rd party deliveries.
• Follow up on collections from local/regional offices.
• Problem solving on deliveries, mailing accounts with futile trip charge.
• Handling problem solving.
• Follow up on outstanding quotes.
• Monitor/update customers on special shipments.
• Know truck arrival times for all branches daily.
• Respond to all queries within thirty minutes.
• Daily reporting on any unresolved issues and written complaints received to Management.
• Forward possible leads to relevant salesperson in the respective regions as well as quotes done for non-account clients.
• Run delivery reports by customer as and when required by management.
• Assist with data and POD capturing when needed.
• Obtain daily floor check report from operations and add notes to Parcel Perfect.
• Arranging/following up with agent collections.
• Obtaining PODs from agents from their websites.
• Manage discrepancy reports and advising clients of damaged cargo.
• Handling cash sales.
• Any other ad-hoc tasks that may be required.

Skills, Qualifications & Experience

• Senior Certificate (NQF 4).
• 2 - 3 years experience in a similar role.
• Familiar with Parcel Perfect system.
• Excellent proficiency in English (read, write and speech).
• Professional and presentable.
• Telecommunication.
• Excellent ability to give attention to detail.
• Ability to work accurately at a fast pace.
• Good organising and prioritising skills.
• Ability to work in a systematic, methodical and orderly way to achieve goals consistently.
• Computer literate and able to work with Microsoft Office (Especially Excel).
• Target driven and motivated by a strong sense of urgency when supporting clients.
• Good communication skills with both internal and external clients.

PLEASE NOTE: Should you not hear from us in 2 working weeks, you may consider your application as unsuccessful. The successful candidate will receive a full job description.

Job Type: Full-time

Ability to commute/relocate:

• Boksburg, Gauteng: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Service : 1 year (Required)
• Logistics : 1 year (Required)
• Parcel Perfect : 1 year (Required)

Language:

• English (Required)

License/Certification:

• Drivers License (Required)

Work Location: In person