Customer Support Agent at ElectroMechanica Ormonde

, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication Skills, Multitasking, ERP Systems, Technical Knowledge, Order Processing, Troubleshooting, Conflict Resolution

Industry

Automation Machinery Manufacturing

Description

Role Summary: The Customer Support Agent is responsible for managing incoming customer interactions through calls, emails, and other communication channels. The role provides accurate information, processes orders efficiently, and ensures prompt Level 1 (L1) issue resolution across sales, technical, and operational queries. This position plays a critical role in maintaining a high standard of customer satisfaction and operational excellence. Key Responsibilities: Handle and resolve customer queries via phone, email, and other channels. Provide product and service information to customers. Process orders accurately in the system and coordinate with relevant teams. Perform L1 troubleshooting and escalate unresolved issues appropriately. Maintain detailed and accurate customer interaction records. Ensure adherence to service level agreements and quality standards. Essential Requirements: NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical field. 2+ years’ experience in a customer support role. Strong verbal and written communication skills. Ability to multitask and prioritise in a fast-paced environment. Working knowledge of ERP and Workspace systems. Experience in a technical or industrial environment. Beneficial Requirements: Familiarity with sales order processing systems. Problem-solving and conflict resolution skills Work Environment & Compensation: Location: Regional Branch. Travel: Minimal. Working Hours: Standard business hours. Compensation: Based on Paterson C2 grade, aligned with market benchmarks. Organisational Context: At EM, we are driven by the purpose of “Making connections, powering tomorrow.” We power our customers’ worlds by integrating quality products into innovative solutions, supported by people who are passionate about service. Vision: Advance the lives of every person in Southern Africa sustainably through electrification and automation. Mission: Connect with customers by deeply understanding their evolving needs; promote brands and solutions to solve tomorrow’s problems today; and partner across the value chain in a sustainable, easy-to-do-business way. Values: Open – We communicate honestly and transparently, listening deeply to differing views. Loyal – We serve our customers, colleagues, and manufacturers with integrity and dedication. Brave – We go beyond comfort zones, taking on new challenges with courage and vision.

Responsibilities

The Customer Support Agent manages incoming customer interactions through various channels and resolves queries efficiently. They also process orders and maintain accurate records of customer interactions.