We are looking for a dedicated and technically skilled Customer Services Agent to support our Pastel Payroll customers. In this role, you will be the first line of expertisehelping customers define the context of their issues, analyze root causes, and recommend solutions that resolve queries efficiently while minimizing disruption to their live processing environments.
Beyond direct customer support, you will also act as a trusted advisor to our partners, alliances, and internal teams by providing specialist solutions to a wide range of technical product challenges.
Location - 3 days per week out of our Johannesburg office.
- Serve as the product expert, providing resolution for complex escalations across Customer Support and other stakeholders.
- Deliver timely communication on product updates, new releases, and bug fixes to ensure teams stay informed.
- Use advanced system analysis and testing techniques to identify and resolve highly complex software or system issues.
- Track and monitor recurring customer issues to create proactive communication and customer education initiatives.
- Support our Digital Transformation strategy by driving efficiency, automation, and quality improvements across online platforms.
- Manage the end-to-end process of logging, tracking, and resolving software bugs or product enhancement requests.
- Collaborate closely with internal teams, partners, and stakeholders to ensure seamless resolution of queries.
- Develop initiatives that empower customers to be self-sufficient, reducing resolution times and improving overall satisfaction.
- Prioritize your workload effectively when resources shift, ensuring the best possible outcomes for customers, colleagues, and the business.
- Stay up to date on product, technical, and industry knowledge, and actively contribute to continuous improvement projects.
- Support training, product enhancements, and knowledge-sharing initiatives to strengthen the departments capabilities.
- Accurately log all customer interactions in the internal CRM and ensure responses are clear, methodical, and actionable.
- Encourage customers to provide feedback through after-call surveys, while consistently growing your product knowledge and customer engagement skills.
- Pastel Payroll product certification.
- Strong understanding of customer support platforms and delivering a superior customer experience.
- Exceptional written, verbal, and technical communication skills.
- Ability to work within a structured schedule and manage your own time effectively.
- Proven problem-solving skills with the ability to listen actively, ask probing questions, and simplify complex issues.
- Strong troubleshooting skills, with the ability to apply technical knowledge within policies, procedures, and standard tools.
- Resilience in managing difficult conversations while maintaining positive customer relationships.
- Experience in adhering to escalation protocols and working independently under uncertainty.
- Previous industry experience in a technical support or customer services role.
- Strong customer interaction and professional communication skills.
