Support Agent

Role Overview

The Support Agent is responsible for executing daily tasks assigned by the Support Department Manager within the customer service space, including General Reception, Incoming Communication, and Outgoing Communication. The role involves providing outstanding service and assistance to customers through effective communication and efficient problem-solving. The Support Agent is also expected to establish and maintain positive relationships with customers, especially those who contact the company regularly. As an ambassador of VaultGroup, the Support Agent is accountable for ensuring client satisfaction.

Key Responsibilities

Reception:

• Answer calls and emails from customers promptly and courteously.
• Transfer customers to the appropriate department and respond to queries.
• Take detailed messages when necessary.
• Act professionally in all communications, representing VaultGroup.

User Support:

• Address client queries and assist in problem-solving with a thorough knowledge of company products and services.
• Organise technician visits, coordinate schedules, and conduct follow-up calls to ensure customer satisfaction.
• Monitor and respond to emails and WhatsApp group communications, including closing relevant tickets.
• Ensure an exceptional customer experience by making clients feel welcome and establishing rapport.
• Complete daily reports on calls and repairs, submitting them to the Department Manager.
• Verify technician activities and ensure accurate record-keeping in Zoho.
• Confirm customer appointments prior to technician visits.

Customer Relationship Management:

• Manage customer interactions effectively, ensuring correct data capture and prompt action from the technical support team.
• Uphold and champion VaultGroup's values in all interactions.

Requirements

• Matric / Grade 12 / National Senior Certificate.
• Previous experience in customer service or a related field is advantageous.
• Strong communication skills, both verbal and written
• Computer literacy
• Excellent problem-solving abilities.
• Ability to handle customer interactions with professionalism and discretion.
• Organisational skills and attention to detail.
• Proactive and solutions-oriented mindset.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.