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 customers, aiming to resolve inquiries quickly and accurately while maintaining a professional and empathetic tone.

Key responsibilities

• Handle incoming and outgoing customer emails (tickets) and live chat interactions.
• Log all inquiries in Freshdesk with clear, complete information and close tickets appropriately.
• Achieve First Contact Resolution by responding to tickets within the Freshdesk SLA.
• Provide a response to all customer correspondence within 24–48 hours.
• Manage high volumes of tickets and chats efficiently.
• Collaborate with internal teams to resolve complex issues.
• Utilize support documentation and knowledge bases to assist customers.
• Work with databases and related applications relevant to customer service.
• Maintain up‑to‑date knowledge of company programs and services.
• Follow standard operating procedures for escalation and issue ownership.

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 communication skills in English.
• Strong attention to detail, organization, and self‑motivation.
• Ability to work under pressure, adapt quickly to change, and maintain reliable attendance.

Required skills

• Freshdesk
• Freshchat