Customer Service Representative

• Respond to support calls, emails, and tickets promptly by acknowledging concerns, providing real-time troubleshooting, and delivering empathetic, timely solutions.

• Assist with online payments and process applications, forms, and custom service requests with accuracy, ensuring a seamless customer experience.

• Deliver tailored support while maintaining a professional, customer-centric approach across all touchpoints.

• Partner with internal teams to share insights, resolve service challenges, and contribute to continuous improvement initiatives.

• Maintain accurate, accessible records of all customer interactions, complaints, and transactions in line with established systems and procedures.

• Guide customers with product inquiries, order placements, and complaints while processing both local and export orders in SAP with precision and efficiency.

• Ensure timely communication of order status and delivery updates while maintaining clean, accurate order data for effective execution.

• Investigate and resolve customer concerns, ensuring proper follow-up and closure; escalate serious issues to management with full documentation.

• Continuously evaluate service processes, recommend enhancements, and contribute to efficiency initiatives.

• Prepare regular reports and presentations to support operational and management decision-making.

• Uphold company policies, SHE standards, and compliance frameworks across all activities.

• Foster strong, trust-based relationships with customers and key stakeholders to reinforce loyalty and long-term engagement.

• Matric / Grade 12 or equivalent

• National Diploma in supply chain or similar

• B Com / B Tech in supply chain or similar

• 4+ years within a customer service environment

• 4+ years’ customer service experience within a mining environment (Advantageous)

• MS Office software and SAP System

Preference will be given to candidates from previously disadvantaged groups, including persons with disabilities, in line with our Employment Equity objectives.