Customer Support Specialist

Job Summary

The Customer Support Representative is responsible for providing administrative and customer support throughout the customer onboarding process by engaging with prospective customers via inbound and outbound calls, emails and live transfers. The role ensures customer information is accurately captured, required documentation is collected, uploaded and Salesforce records are maintained in accordance with company procedures. By delivering excellent customer service and maintaining high levels of accuracy, the Customer Support Representative plays a key role in supporting successful customer immigration applications and contributing to overall campaign performance.

Key Responsibilities

• Handle inbound calls, outbound callbacks, live transfers, and customer follow-ups in a professional and efficient manner.
• Accurately capture and update customer information on Salesforce to ensure complete and compliant case records.
• Complete customer cases received from various channels, including calls, emails, and sales team referrals.
• Collect and verify customer details and required documentation for immigration applications.
• Upload customer documents to shared platforms to support legal assessment and case processing.
• Follow approved processes, procedures, and protocol guidelines to ensure quality and accuracy.
• Maintain required call answer ratios and meet assigned performance targets.
• Manage follow-up activities, including emails, callbacks, and scheduled customer interactions.
• Provide excellent customer service by ensuring customers receive professional support throughout the application journey.
• Maintain accurate records while handling confidential customer information responsibly.

Requirements

• Grade 12 / Matric qualification or equivalent.
• Previous customer service, contact centre, or administrative experience required.
• Experience working with CRM systems (Salesforce experience advantageous).
• Strong computer literacy, including proficiency in Microsoft Office and email platforms.
• Experience in data capturing and handling customer documentation advantageous.
• Ability to work in a fast-paced environment while managing multiple tasks.
• Willingness to work according to operational requirements and scheduled shifts.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Accurate data capturing and attention to detail.
• Ability to follow processes and compliance guidelines.
• Good organisational and time management skills.
• Ability to multitask and prioritise workloads effectively.
• Problem-solving and decision-making abilities.
• Professional telephone etiquette.
• Ability to work well independently and as part of a team.
• Adaptability and willingness to learn.
• Ability to work under pressure and meet performance targets.