Customer Service Representative

About the role

We are looking for a proactive Customer Service Representative to join our support team. You will handle inbound and outbound communications via email and chat, ensuring fast and accurate resolutions for our customers.

Key responsibilities

• Provide excellent service through incoming and outgoing emails (tickets) and chat.
• Log all inquiries in FreshDesk with clear, complete entries and close tickets appropriately.
• Aim for First Contact Resolution on all FreshDesk/Freshchat tickets.
• Address tickets within the defined Service Level Agreement (SLA) and maintain a 24–48‑hour response window.
• Manage high volumes of tickets and chats efficiently.
• Collaborate with internal teams to resolve complex issues.
• Utilize support documentation and troubleshoot using relevant databases and applications.
• Maintain up‑to‑date knowledge of company programs and services.
• Follow escalation procedures and ensure issues are resolved to completion.

Required profile

• Minimum Grade 12 / HSC / Matric or equivalent.
• 2+ years of experience in a customer‑facing role, preferably in a fast‑paced environment.
• Strong written and verbal communication skills in English.
• Detail‑oriented, organized, self‑motivated and dependable.
• Ability to research unfamiliar topics using internal knowledge bases.
• Flexibility to work under pressure and adapt quickly to change.

Required skills

• Experience with Freshworks services, specifically Freshdesk and Freshchat.