Customer Service Consultant

TechMarkit is looking for a proactive, customer-focused Customer Services Consultant to join our team. This role is ideal for someone who enjoys problem-solving, engaging with customers, and working across multiple systems in a fast-paced retail and technology environment.

You’ll be responsible for delivering a high standard of customer service across phone, email, and online support platforms, assisting customers with orders, product queries, deliveries, and trade-in processes.

What you’ll be doing

• Answer incoming calls and assist customers professionally and courteously
• Handle general customer enquiries, providing accurate information and escalating issues when required
• Manage customer emails and support tickets via Zendesk, including:

Customer Support

• Assist customers experiencing issues with delivered products
• Liaise with technicians and arrange device collections when remote support isn’t possible
• Work closely with relevant stores to resolve customer issues

Order & Delivery Enquiries

• Respond to order status queries using internal systems and courier tracking tools
• Escalate and follow up on delivery issues with courier coordinators

Quotations

• Prepare customer quotations using existing Google Sheet templates
• Access and update information across various internal platforms

Trade-In Enquiries

• Communicate with customers using Zendesk templates and macros
• Review submitted images and liaise with the warehouse technical team for estimates
• Capture and maintain accurate information on Google Sheets
• Liaise with customers and stores if trade-ins proceed to valuation

What we’re looking for

• Matric, tertiary qualification will be advantageous
• 3 to 4 years experience in a similar position
• Comfortable working with Microsoft Office and Google Workspace (especially Google Sheets)
• Quick to learn and adapt to new online platforms and systems
• Strong written and verbal English skills (additional languages are a plus)
• Patient, calm, and professional when dealing with challenging customers
• Self-motivated, organised, and able to manage your workload independently
• Confident interacting with people at all levels, internally and externally
• Able to work under pressure while managing priorities effectively
• Previous retail experience and an interest in or knowledge of technology will be beneficial

Please note: If your application is successful, we will proceed with background checks. These include a criminal record check, credit check, ID verification, Matric certificate verification, and reference checks with two previous managers or supervisors.