Customer Service Representative

Company Description PartServe Channel Support (Pty) Ltd is South Africa’s leading IT outsource warranty management company, representing major global brands such as Acer, Lenovo, Epson, Canon, Sony PlayStation, Zebra, IBM, MSI, NEC, and Kyocera. With five branches across the country, PartServe stocks and sells spare parts for the products it supports, as well as many other branded IT products available in South Africa. The company is the first choice for out-of-warranty repairs on laptops, PCs, monitors, scanners, and printers, and is active in refurbishment and resale of second-hand PC and printing equipment. PartServe has also introduced the PowerServe brand of universal laptop AC adapters and lightning protection products, which have achieved strong market success in Southern Africa. This combination of warranty management, repairs, parts distribution, and refurbishment makes PartServe a key partner to the South African corporate IT community.

Role Description The Customer Service Representative role at PartServe Channel Support (Pty) Ltd is a full-time, on-site position based in the City of Cape Town. The individual in this role will handle inbound customer queries via phone, email, and other channels, providing accurate information about warranty services, repairs, spare parts, and product support. Day-to-day tasks include logging service requests, updating customer records, coordinating with technical and logistics teams, and following up to ensure timely resolution of issues. The role also involves managing customer expectations, escalating complex cases when necessary, and maintaining high levels of customer satisfaction and professionalism. The Customer Service Representative will contribute to continuous improvement by identifying recurring issues, sharing customer feedback, and supporting process enhancements.

Qualifications

• Demonstrated skills in Customer Service and Customer Support, with the ability to handle a variety of inquiries in a professional manner.
• Ability to foster strong Customer Satisfaction and Customer Experience through clear communication, active listening, and problem-solving.
• Experience working in Customer Service Representative roles or similar customer-facing positions, preferably within IT or technical service environments.
• Strong verbal and written communication skills in English and the ability to explain technical information in simple terms.
• Comfort using CRM systems, ticketing tools, and basic office software (e.g., email, spreadsheets, word processing).
• Attention to detail, organizational skills, and the ability to manage multiple requests and priorities in a fast-paced environment.
• Collaborative mindset and willingness to work closely with technical, sales, and logistics teams on-site.
• Matric/Grade 12 or equivalent required; additional training or certification in customer service or IT support is beneficial.