SUPPORT ADMINISTRATOR to be based in Bellville, Cape Town

THE MINIMUM REQUIREMENTS FOR THE ROLE ARE:

• Matric / Grade 12 certificate or equivalent qualification, WITH a minimum of 2 years’ experience in a customer support, administrative, or operations support role.
• Familiarity with customer service or ticketing environments AND experience using ticketing systems such as Jira, Zendesk, Freshdesk, or HubSpot Service Hub.
• Proficiency in Microsoft Office Suite
• Exceptional written and verbal communication skills, WITH the ability to craft clear, professional customer correspondence and internal updates. Must also be comfortable managing both inbound and outbound calls.
• Must hold a valid driver’s licence and have a reliable vehicle.

• Experience with knowledge base or documentation tools such as Confluence.
• A Diploma or tertiary qualification in Administration, Customer Service, or a related field.

 
DUTIES WILL INCLUDE:

• Communicating proactively with customers, providing progress updates, follow-ups, and closure confirmations to ensure a positive support experience.
• Logging all support requests received via email, WhatsApp, and ticketing systems, ensuring every issue is recorded and tracked accurately.
• Tracking and monitoring ticket statuses to prevent unresolved or lost queries and ensure timely follow-up and resolution.
• Assisting with scheduling, data entry, and documentation tasks for the support team, maintaining accurate and up-to-date records.
• Maintaining and updating the knowledge base or documentation repositories to support continuous learning and efficiency within the team.
• Coordinating with operations, sales, and other departments to ensure customer queries, follow-ups, and resolutions are completed effectively.
• Tracking key performance indicators (KPIs) such as response and resolution times, to help identify areas for improvement in service delivery.
• Identifying and escalating overdue or high-priority issues to senior support staff or managers to ensure prompt attention and resolution.