About Company
Sasol is a global integrated chemicals and energy company with a proud heritage in South Africa. We develop and commercialise technologies, and build and operate world-scale facilities to produce a range of high-value product streams, including liquid fuels, chemicals, and low-carbon electricity. Our operations in Secunda, Mpumalanga, are home to one of the world’s largest coal-to-liquids production facilities, a cornerstone of our innovation and contribution to the energy landscape. Beyond our industrial footprint, Sasol is deeply committed to sustainable development, community upliftment, and fostering a diverse and inclusive workforce. We empower our employees to innovate, excel, and make a tangible difference in the world, driving progress that benefits both our shareholders and the societies in which we operate. Joining Sasol means becoming part of a forward-thinking team dedicated to solving complex challenges and shaping a better future.
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Job Description
Are you a skilled communicator with a passion for helping others, looking for a dynamic role you can perform from the comfort of your home in Secunda, Mpumalanga? Sasol is seeking dedicated and empathetic individuals to join our remote customer support team as a Chat Support Specialist. In this crucial role, you will be the first point of contact for our valued customers, providing exceptional support through various online chat platforms. Your primary responsibility will be to efficiently and accurately respond to customer inquiries, resolve issues, and guide users through our services and products. This isn’t just about answering questions; it’s about building positive relationships, demonstrating deep product knowledge, and ensuring every customer interaction is a seamless and satisfying experience. We are looking for someone who thrives in a fast-paced environment, possesses excellent problem-solving abilities, and can maintain a professional and friendly demeanor even under pressure. This remote position offers the flexibility of working from home while contributing to a globally recognized company known for its innovation and commitment to excellence. You will receive comprehensive training to equip you with all the tools and knowledge needed to succeed. If you’re a self-starter with a stable home internet connection, a quiet workspace, and a desire to deliver world-class customer service, we encourage you to apply and become an integral part of the Sasol family.
Key Responsibilities
- Engage with customers in real-time via online chat to answer queries, provide information, and resolve issues promptly and professionally.
- Efficiently navigate internal systems and resources to research and provide accurate solutions to customer concerns.
- Maintain a high level of product and service knowledge to effectively assist customers with diverse inquiries related to Sasol's offerings.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to the appropriate internal teams when necessary, ensuring timely follow-up.
- Contribute to team efforts by achieving individual and team performance targets, including response times and customer satisfaction scores.
- Provide feedback on recurring customer issues and suggest improvements to enhance service delivery.
- Adhere to company policies, procedures, and service level agreements (SLAs) for all customer interactions.
- Maintain a secure and private remote work environment in compliance with company standards.
Required Skills
- Excellent written communication and grammar skills in English.
- Proficiency in typing with accuracy and speed (minimum 40 WPM).
- Strong problem-solving and critical thinking abilities.
- Ability to multi-task and manage multiple chat conversations simultaneously.
- Proficiency with common computer applications and ability to learn new software quickly.
- High level of empathy and a customer-centric attitude.
- Reliable high-speed internet connection and a dedicated quiet workspace.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Previous experience in a customer service or chat support role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience working in a remote capacity.
- Post-matric qualification (certificate or diploma) in a relevant field.
- Fluency in additional South African official languages.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work remotely from Secunda, Mpumalanga.
- Comprehensive training and professional development opportunities.
- Access to employee wellness programs.
- Contribution to a reputable and globally recognised company.
- Supportive team environment.
- Flexible work-life balance.
How to Apply
Interested candidates are invited to apply directly through Sasol’s official careers portal. Please click on the application link below, navigate to the careers section, and search for ‘customer support’ or ‘remote roles’ to find and submit your application online. Ensure your CV is up-to-date and highlights your communication skills and any relevant customer service experience. We look forward to reviewing your application!
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