Customer Support Specialist

Location: Cape Town (Hybrid/Remote Options Available)

Experience Level: Entry to Mid-level (3+ years)

Parket is a fast-growing Cape Town-based company revolutionizing the parking industry with innovative technology. Our turnkey digital parking solution uses license plate recognition, advanced management software, and digital payments to create seamless, cost-effective, and sustainable parking experiences for retail, residential, public, and commercial parking lots. We’re a passionate team scaling rapidly across South Africa and beyond, and we’re looking for a dedicated Customer Support Associate to join us in delivering exceptional service to our growing user base.

As a Customer Support Associate at Parket, you’ll be the friendly and professional first point of contact for our users, including landlords, tenants, and visitors. Your role will be pivotal in ensuring smooth parking experiences by addressing inquiries, resolving issues, and providing top-notch support via phone, email, and instant messaging. You’ll work closely with our tech and operations teams to ensure customer satisfaction and contribute to Parket’s mission of making parking smarter, more convenient and fun!

• Handle Inquiries: Manage inbound and outbound calls, emails, and instant messages with professionalism, empathy, and clarity.
• Resolve Issues: Address customer concerns related to parking access, payments, app usage, or dashboard functionality quickly and effectively.
• Enhance User Experience: Ensure every interaction leaves users feeling supported and satisfied, aligning with Parket’s commitment to convenience.
• Maintain Records: Keep accurate and organized records of customer interactions (calls, emails, tickets) using CRM tools.
• Follow Processes: Adhere to internal support protocols and best practices to ensure consistency and efficiency.
• Go the Extra Mile: Proactively assist users, whether it’s troubleshooting app issues, guiding landlords through the dashboard, or helping visitors with payment options.
• Collaborate: Work with the tech team to escalate and resolve technical issues, such as license plate recognition errors or payment system glitches.
• Support Ad Hoc Tasks: Assist with additional tasks, such as updating documentation, gathering user feedback, or testing new features.

• Experience: 3+ years in a customer service role (B2B or B2C), ideally in a tech or service-oriented environment.
• Communication Skills: Strong English proficiency (spoken and written, B2 level or better) with excellent phone and email etiquette.
• Tech-Savviness: Comfortable using CRMs, VoIP systems, Google Workspace, and basic office tools like spreadsheets and word processors.
• Organization: Strong time management and organizational skills to handle multiple inquiries efficiently.
• Problem-Solving: Proactive, detail-oriented, and confident in resolving issues independently or with team support.
• Flexibility: Willing to work hybrid (Cape Town office) or remotely, with availability for night shifts (graveyard shift) to support our growing user base.
• Passion for Service: A genuine desire to help users and improve their experience with Parket’s innovative parking solution.
• Bonus Skills: Familiarity with parking or mobility platforms, experience with license plate recognition systems, or knowledge of payment processing systems is a plus.

• Main Internet Connection: Minimum 10 Mbps (wired connection preferred).

• Make an Impact: Be part of a small, dynamic team where your work directly enhances user experiences and supports Parket’s growth.
• Innovative Environment: Work with cutting-edge technology, including license plate recognition and digital payment systems, that’s transforming the parking industry.
• Flexible Work: Enjoy a hybrid or remote work setup with flexible hours, designed to balance your professional and personal life.
• Growth Opportunities: There is a lot of opportunity for growth! Join a rapidly scaling startup with opportunities to grow your skills and take on new responsibilities as we expand.
• Purpose-Driven Mission: Contribute to a sustainable, cost-effective, and convenient parking solution that’s making cities smarter.