Customer Service Consultant

About the role

We are looking for a Customer Service Consultant to deliver high‑quality support through email and chat channels. You will be the first point of contact for our customers, ensuring swift resolution and a positive experience.

Key responsibilities

• Handle inbound and outbound customer inquiries via email tickets and live chat.
• Log all interactions in Freshdesk with clear, complete entries and close tickets appropriately.
• Achieve First Contact Resolution by responding to Freshdesk tickets within the defined SLA.
• Maintain a 24–48‑hour response window for all customer communications.
• Manage high volumes of tickets and chats while adhering to service level agreements.
• Collaborate with internal teams to resolve complex issues.
• Utilise support documentation and company knowledge bases to assist customers.
• Navigate multiple internal systems and databases to provide accurate information.
• Follow company policies, procedures, and escalation protocols.

Required profile

• Minimum education: Grade 12 / HSC / Matric or equivalent.
• At least 2 years of experience in a customer‑facing role.
• Excellent written and verbal English communication skills.
• Strong attention to detail, organization, and self‑motivation.
• Ability to work under pressure, adapt quickly to change, and maintain reliable attendance.

Required skills

• Experience with Freshworks services, specifically Freshdesk.
• Experience with Freshchat.