Customer Support & Trade Development Executive
RemoteWestern Cape, South Africa
Job Summary
Manage inbound customer enquiries across assigned channels via Gorgias, including AI chatbot handovers, ensuring prompt, professional responses and accurate record-keeping. Maintain HubSpot CRM tracking for accounts, deal stages, and follow-up actions while contributing to the internal knowledge base by identifying recurring themes for FAQ refinement. Monitor daily service threads against SLAs, escalate complex cases, and execute light outbound outreach to engage small trade and independent automotive businesses. Represent the brand with credibility to enthusiasts and trade partners, balancing customer support needs with commercial growth objectives.
Required Qualifications
- Experience in customer service or customer-facing roles
- Strong organisational and time-management skills
- Excellent written and verbal communication
- High level of accountability and ownership
- Comfortable using digital tools and platforms
Desired Qualifications
- Automotive background or genuine knowledge of car culture
- Understanding of automotive customer behaviour
- Experience with light outbound calling or follow-up communication
- Confidence engaging with small business owners
- Experience nurturing small trade or B2B customer relationships
- Familiarity with CRM systems (e.g. HubSpot)
- Experience with customer support platforms such as Gorgias
- Exposure to AI-assisted customer support tools
- Ecommerce or automotive aftermarket experience
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