Customer Support Associate

About the role

Tech Mahindra is seeking customer‑focused Associates to join its Cape Town team. The role involves delivering exceptional service across voice, email, chat and social media while maintaining high‑quality standards. Successful candidates will ensure a positive experience for every customer interaction.

Key responsibilities

• Handle customer concerns through inbound and outbound voice, email, chat, and social media channels.
• Assist customers with inquiries, requests, and orders by accurately capturing and updating information in support systems and client platforms.
• Deliver an excellent customer experience on every interaction.
• Maintain a high level of professionalism and build positive relationships with customers.
• Resolve customer issues effectively to enhance satisfaction, loyalty, and overall experience.
• Ensure quality standards are maintained throughout all customer interactions.
• Follow all operational processes and support procedures accurately.
• Take ownership of customer concerns and demonstrate strong accountability.
• Adapt to changing business requirements and undertake additional responsibilities as needed.
• Develop a strong understanding of customer engagement principles.
• Handle complex customer inquiries confidently and professionally.
• Manage and de‑escalate challenging customer situations effectively.
• Work independently while managing multiple tasks simultaneously.

Required profile

• Must be at least 18 years of age.
• Matric Certificate (Grade 12).
• Minimum of 6 months' customer service experience within a BPO/Contact Centre environment.
• Fluent English communication skills (C2 proficiency level).
• Computer literate with a minimum typing speed of 25 WPM and 90% accuracy.

Required skills

• Excellent verbal and written English communication skills.
• Strong customer service and problem‑solving abilities.
• Ability to communicate effectively in demanding situations.
• Strong listening, analytical, and interpersonal skills.
• Ability to understand customer needs and respond appropriately.
• Adaptability in a fast‑paced and evolving work environment.
• Strong multitasking and time‑management skills.
• Proven ability to remain calm and professional under pressure.