Job Purpose: We're seeking a Customer Service Agent to join our team supporting a leading USA/Australian brand of premium kitchen appliances.
This role involves assisting customers with product-related queries, troubleshooting appliance issues, and delivering world-class service.
The ideal candidate is customer-focused, tech-savvy, and able to work night shifts aligned with USA/Australian time zones Minimum requirements (Qualifications and Experience): Grade 12/Matric.
Must have a clear credit and criminal record.
Minimum 2 years' experience in international customer service.
Must of Worked overnight shift previously.
USA/Australian business hours (overnight shifts in South Africa) preferred Experience supporting customers in a technical or product-focused environment (appliances/electronics preferred).
Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.
Strong troubleshooting skills and the ability to clearly explain appliance functionality and fixes Excellent written and verbal English communication..
Availability to work USA/Australian business hours (overnight shifts in South Africa)Familiarity with call centre tools, CRM systems, and best practices.
Proficiency in MS Office (advantageous).
Ability to manage time effectively, work under pressure, and meet deadlines.
Experience working with KPIs and performance targets.
Knowledge of relevant compliance and regulatory requirements.
Proven ability to build relationships and contribute to customer retention strategies Key Responsibilities: Respond to customer queries via phone, email, or digital platforms regarding a range of high-end kitchen appliances.
Assist with product usage, setup, and basic troubleshooting for appliances such as espresso machines, ovens, juicers, and blenders.
Provide clear, step-by-step guidance to help resolve product issues Escalate unresolved technical concerns to the appropriate internal teams.
Educate customers on features, product care, and optimal usage Support customer satisfaction and retention through professional handling of complaints, warranty questions, and service requests.
Accurately log all interactions and maintain customer records in internal systems Achieve performance metrics such as resolution time, satisfaction scores, and retention rates.
Collaborate across departments to enhance the customer experience.
Comply with internal processes, service standards, and regulatory requirements Contribute ideas to enhance support processes and customer engagement Behavioural Competencies Required: Strong attention to detail and accuracy.
Ability to work well under pressure and remain calm in challenging situations.
Reliable and accountable for personal performance and service delivery.
Proactive problem-solver with strong analytical skills.
Team-oriented and supportive of colleagues.
Committed to achieving personal and team goals.
Receptive to feedback and able to follow instructions and procedures.
