Customer Support Agent
The Placement Group
Date: 8 hours ago
City: Johannesburg, Gauteng
Salary:
ZAR 8,500
-
ZAR 12,000
per month
Contract type: Full time

Customer Service & Administration
- Promptly manage and respond to all customer enquiries via email and telephone, in line with KPI targets.
- Continuously monitor the customer service mailbox and follow up on unresolved matters.
- Provide accurate information about products, services, and internal processes.
- Handle complex queries related to guarantees, compensation plans, re-enrolment, incentives, and cross-border registrations.
- Manage and reconcile payment discrepancies.
- Submit accurate payment requisitions to the Accounts Department.
- Capture and verify banking details according to FICA regulations.
- Maintain and train customers on procedures/policies.
- Contribute to process development and improvement in the customer care department.
Phone Call Management
- Display excellent telephone etiquette and maintain a professional, friendly tone.
- Conduct outbound call campaigns when needed.
- Apply sound customer service principles, especially when managing irate or escalated cases.
Service Delivery & Compliance
- Ensure compliance with all internal/external policies, guidelines, and industry standards for audit readiness.
- Manage and resolve customer queries while escalating priority issues appropriately.
- Provide proactive feedback to internal stakeholders regarding customer interactions and trends.
Reporting
- Submit ad hoc / monthly progress reports and presentations based on the contractual key performance Indicators for FBO Support.
- Contribute to the compilation of progress or information reports required by Board Members and the Management Committee.
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