Customer Support Representative -Retail, DIY & Construction

SUMMARY:
Our client, a well-established manufacturer, is seeking a customer-focused Customer Support Representative -Retail, DIY & Construction to join their Technical Services team.

POSITION INFO:

Customer Support Representative -Retail, DIY & Construction

Area: Montague Gardens, Cape Town

Salary: Salary: Basic Salary R20000 to R25000 p/m (Negotiable based on experience) + Medical Aid + Pension Fund

About the Role

Our client, a well-established manufacturer, is seeking a customer-focused Customer Support Representative -Retail, DIY & Construction to join their Technical Services team.

This role is ideal for someone who enjoys assisting customers with technical product enquiries, coordinating complaint investigations, managing product sample requests, and providing administrative support to the laboratory. The successful candidate will be highly organised, detail-oriented and comfortable working with both customers and internal technical teams.

Key Responsibilities

• Provide technical product support to customers and the sales team via the Technical Helpline.
• Respond promptly to technical product enquiries.
• Log, investigate and coordinate customer complaints with Sales and Laboratory teams.
• Coordinate product sample requests.
• Prepare monthly customer complaint and sample request reports.
• Maintain and update Technical Data Sheets (TDS) and technical documentation.
• Develop and maintain customer FAQs.
• Procure laboratory equipment and consumables.
• Control laboratory stock and documentation.
• Coordinate laboratory maintenance requirements.
• Ensure laboratory administration, housekeeping and safety standards are maintained.
• Support continuous improvement initiatives within the Technical Services department.

Minimum Requirements

• Grade 12 (Matric).
• Technical qualification advantageous.
• 3-5 years'''''''''''''''''''''''''''''''' experience in a technical customer service, hardware, DIY, manufacturing or construction-related environment.
• Experience handling technical enquiries and customer complaints.
• Strong Microsoft Office skills (Excel, Word and Outlook).
• Fluent in English and Afrikaans.

Key Competencies

• Excellent customer service and communication skills.
• Strong administrative and organisational ability.
• Good understanding of hardware, construction or DIY products.
• Strong analytical and problem-solving skills.
• High attention to detail.
• Ability to prioritise and meet deadlines.
• Professional, proactive and customer-focused.
• Able to work independently and as part of a team.