Customer Support Specialist (Webchat) - Grade P12

About the role

The Companies and Intellectual Property Commission (CIPC) is recruiting for a Grade P12 position focused on customer support provided mainly through webchat. The incumbent acts as the main point of contact for customer enquiries, giving information on the Commission's products and services and handling and resolving transaction, product knowledge and general questions. Technical issues are escalated to the relevant departments.

Key responsibilities

• Provide prompt and professional support to customers via webchat and/or social media
• Assist customers with application queries, transactions and troubleshooting issues
• Educate customers on how to use CIPC platforms efficiently
• Provide product and service information to customers
• Escalate technical issues and complex queries to the relevant teams when necessary
• Work with internal teams to improve customer experience and resolve concerns
• Deliver a positive, solution-driven approach to ensure high customer satisfaction

Required profile

• National N Diploma in Management Assistant / Public Administration
• At least six months of relevant experience in webchat customer support
• Proficiency in supporting customers through digital channels such as webchat and social media
• Ability to escalate complex technical issues and collaborate with internal teams