Customer Support Agent

Location

Remote within South Africa

Employment Type

Full-time

Role Overview

You will be essential in delivering prompt, clear, and effective support to users and clients within a well‑organized, knowledge‑based environment, adhering to established procedures and workflows.

Key duties include

• Managing incoming client inquiries via email and chat platforms professionally and with a solution-focused attitude.
• Handling ticket workflows using tools such as Order Tool, Retool, and Airtable.
• Resolving issues within agreed service level agreements (SLAs).
• Clearly escalating problems through defined internal processes, including bug reports, product questions, or delivery issues.
• Collaborating with Operations and Service teams (including Delivery and Retrieval squads) and coordinating closely with internal departments.
• Building and maintaining strong partnerships with third-party logistics providers, ensuring adherence to SLAs.
• Using and improving the internal knowledge base by identifying outdated or missing procedures.
• Proposing new macros, improvements, or automation to enhance support efficiency.
• Participating in internal tests of new workflows, macros, or procedures.

Candidate Profile

Required Experience and Skills

Preferred Additional Skills (Optional)

Benefits

As a Customer Support Agent, you will play a key role in building trust and strengthening our brand.

Take your next step in customer service and thrive in an environment where your unique skills and growth are encouraged and supported. Commitment to Diversity and Inclusion in Customer Service. We are committed to creating an inclusive and accessible workplace for everyone.

We welcome applications from all qualified candidates regardless of gender, ethnicity, disability, age, sexual orientation, or background.

Bring your individuality and enthusiasm to help us deliver outstanding customer experiences to all.

#J-18808-Ljbffr