Overview
Customer Support Advisor Jobs in Pretoria Metropolitan Area at Percepta
Title: Customer Support Advisor
Company: Percepta
Location: Pretoria Metropolitan Area
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Support Advisor based in the Pretoria Metropolitan Area, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.
What You'll Be Doing:
Handles inbound and outbound calls and internet enquiries for the Middle Eastern Customers, providing a high-quality, responsive and consistent service to customers, thus promoting positive customer relationships for the client and ensuring satisfactory concern resolution. All communication, verbal and written will be predominantly in Arabic.
During a Typical Day You'll:
- Handle customer and dealer contacts including inbound calls, outbound calls and internet enquiries, identifying customer concerns and identifying and implementing an appropriate customer resolution at which point the concern is fully resolved and the customer completely satisfied.
- Achieve key performance indicators of the role, both quality and quantity
- Use voice, language and communication skills to communicate effectively and professionally
- Use technology provided to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts
- Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs
- Work effectively and co-operatively with colleagues
- Provide customer feedback as required
- Communicate any operational, process or system problems to Team Leaders
- Adhere to company policies and procedures
- Follow all health and safety rules and regulations
- Other duties or projects as assigned by the Team Leader
- Actively support the Total Quality Initiative (TQI) and communicate suggestions for method improvements
What You Bring to the Role:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Customer Service
- Flexible & can do attitude, willing to go the extra mile
- Understanding of excellent customer service
- Desire to deliver high quality of service and conscientious attitude
- Understanding of the benefits of a team environment
Reasoning Ability
- Ability to deal with problems and determine mutually beneficial solutions
Education and /or Experience
- Fluent in Arabic and English speak, read & write
- Preferably 12 months experience in customer service
- Experience within a call centre environment desirable
- Grade 12 or equivalent
IT Skills
- Proficient user of MS Desktop applications and MS operating systems
- Good Internet skills: familiarity with navigation of webExplorer and/or Netscape, use of internet search engines; understanding of Internet jargon/terminology, web security
- Keyboard skills you must have the ability to talk/listen and type during telephone calls, combined with 90% accuracy (ideally average typing speed will be 40 wpm)
- Familiarity with use of PC, and able to use front-end and desktop application software
Language/ Mathematical Skill
- Excellent communication skills, able to identify, confirm and action customer requirements
- Good grammar and articulation, use of language
- Ability to read and comprehend simple instructions
- Ability to make accurate basic mathematical and percentage calculations
- The ability to convey all of the above in fluent Arabic
Hybrid Workplace Agreement:
Percepta recognizes the growing demands on employees while at work and the increasing challenge of finding new and better ways to serve customers and meet our goals. Flexibility in the workplace can provide a way to manage people, time, space, and workload more effectively, efficiently, and responsively. As a result, Percepta have agreed to a Hybrid Workplace Arrangement. This will provide flexible work arrangements for certain programs and/or work functions to enable employees to continue to provide superior customer service, meet Percepta goals, and balance home and professional responsibilities. This time is not intended to be used as a substitute for childcare or elder care, or to address personal responsibilities during the workday.
The Hybrid Workplace Arrangement is a Percepta program that allows an employee to work @home for the majority of time and on-site at the Ford Motor Company South Africa, Silverton, Pretoria for a specified number of hours per week/month or for a pre-set, limited duration. The primary place of residence must be located in Gauteng, should we be required to return to work on a full time basis.
Internet Connectivity:
A Hybrid Workplace employee must have a high-speed Fibre internet connection, with a minimum of 20mbps of upload and download speed. Proof must be provided, and random speed tests may be conducted by Supervisors /Team Leads.
Cost of Connectivity/ Internet Connection . It is the responsibility of the Employee to cover the cost of connectivity (your ISP). Work related use is about 8Gb per month.
With this in mind it is important to have the following:
- You should have a quiet dedicated workspace, free from noise and interruption as you will be required to assist customers.
- You will be required to be self-disciplined and maintain a strict work ethic as if you were
- reporting to the office daily.
- It is a compulsory requirement that you provide a stable internet connection. Mobile Data or
- per month.
- It is important to have some form of back up device (UPS, Wi-Fi backup , solar or generator) in cases of extended periods of power outage. If you are unable to be online during loadshedding you may be asked return to the office.
- If your application is successful, all work-related equipment, will be supplied by the Company.
- It is important to be self-motivated and able to work without constant face to face supervision as some training and support will all be conducted remotely.
- The Primary place of work is The Ford Motor Company, Simon Vermooten Road, Silverton Pretoria, and although we work a hybrid agreement at the moment, this may change at any time and subject to fair notice, you may be required to return to the office more than twice a week.
About Percepta:
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.