Junior Customer Support Specialist

Role Purpose

The Junior Customer Support Specialist is responsible for delivering efficient, accurate and empathetic first-line support to admyt users. The role focuses on resolving high-volume, process-driven customer requests within defined procedures, ensuring customers receive a quick and seamless experience.

This role is ideal for someone who enjoys helping customers, follows processes meticulously and is comfortable working in a fast-paced operational environment.

Roles & Responsibilities

1. Tier 1 Customer Support

• Respond to inbound customer queries across approved support channels
• Resolve routine customer requests within agreed SLAs
• Deliver friendly, professional and empathetic customer service
• Follow established SOPs to ensure consistent handling of customer enquiries
• Escalate complex, technical or non-standard cases to the Customer Experience Specialist or Team Lead

2. Customer Account Administration

Process routine operational requests including:

• Crediting accounts where a customer has paid via ticket and has been charged by admyt
• Closing parking sessions where a customer has exited a site but the session remains open
• Closing incorrect sessions where a customer receives an entry notification for a visit that was not theirs
• Processing customer account cancellation requests
• Updating customer account information where required
• Maintain accurate records of all actions taken

3. Operational Excellence

• Ensure tickets are updated accurately with clear notes
• Meet productivity, quality and customer satisfaction targets
• Identify recurring issues and flag trends to the Customer Experience Lead
• Ensure all work complies with internal processes and quality standards
• Assist with other routine operational administration as required

Required Qualifications, Skills and Experience

Must-haves:

• Grade 12 (Matric)
• Relevant customer service or administration qualification advantageous
• 1-2 years' experience in a customer service, call centre or customer support environment advantageous
• Excellent written communication skills
• Strong attention to detail
• Ability to follow structured processes accurately
• Good problem-solving skills
• Comfortable using CRM or ticketing systems (Zendesk experience advantageous)
• Strong organisational skills
• Customer-focused and empathetic
• Ability to work independently while knowing when to escalate
• Comfortable working weekends on a rotational roster
• Able to work in a fast-paced, technology-driven environment

Pay: R8 000,00 - R10 000,00 per month

Application Question(s):

• Are you able to work full-time from our Cape Town office, five days per week?
• Are you available to work rostered shifts that include Saturdays and Sundays?
• A customer contacts you because they have been charged incorrectly and are frustrated. In 2-3 sentences, write the response you would send them.
• A customer says they exited a parking site 30 minutes ago, but their parking session is still showing as active. What would you do first?

A. Close the session immediately without checking anything
B. Check the customer's account and relevant session details before taking action
C. Tell the customer to contact the parking site themselves
D. Escalate every case to a manager

• You notice that several customers have contacted support about the same issue over the past few days. There is an existing process for resolving each individual customer's issue, but you suspect there may be a wider problem. What would you do?
• A customer contacts you with an issue you haven't seen before, and you can't find an exact process that tells you what to do. What would you do?

A. Tell the customer you cannot assist because there is no process for it.
B. Make the decision you think is best and action it immediately.
C. Gather the relevant information, check available resources and similar cases, then escalate or ask for guidance if you're still unsure.
D. Send it straight to your manager without investigating it.

• Tell us about a time at work, school or in your personal life when you noticed something wasn't working well and took it upon yourself to improve or fix it. What did you do?
• Imagine you've been working in the admyt support team for a month. You notice you're answering the same customer question 10-15 times every day. You know how to resolve it quickly, but customers keep contacting us about it. What would you do?

Education:

• High School (matric) (Required)

Location:

• Cape Town, Western Cape (Required)

Work Location: In person