Job Description
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