Customer Support Representative

Placements24; Queenstown; Remote; NZD 28,000 - 45,000; Full time

Benefits offered by this job

Flexible remote work arrangement

Career development opportunities

Competitive benefits package

Performance-based incentives

Collaborative team culture

Job summary

Placements24 is seeking a motivated Customer Support Representative to join a fully remote team serving clients across South Africa. The role emphasizes timely, effective assistance and high-quality customer advocacy.

You will handle inquiries via phone, email, and chat, troubleshoot issues, educate users on product features, and maintain detailed interaction records. A remote-friendly, professional environment supports your success and career growth.

Qualifications

• Experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage time effectively and multitask in a remote environment.
• Patient, empathetic and customer-centric attitude.
• High school diploma or equivalent; further education or certifications are a plus.

Responsibilities

• Handle customer inquiries via phone, email, and chat, providing accurate and timely resolutions.
• Troubleshoot and resolve customer issues related to products and services.
• Educate customers on product features and best practices to maximize their experience.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify opportunities to improve the customer experience and tailor feedback to relevant teams.
• Process orders, returns, and exchanges according to company procedures.
• Collaborate with team members to share knowledge and ensure consistent service delivery.
• Adhere to all company policies and procedures, maintaining high standards of professionalism.
• Proactively follow up with customers to ensure their issues have been resolved satisfactorily.

Skills

Customer service

Active listening

Communication

Time management

Remote work

CRM software

Problem solving

Empathy

Education

High school diploma or equivalent

Certifications (customer support)

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is seeking a motivated and customer-focused Customer Support Representative to join their fully remote team. This position is crucial for ensuring that our clients receive timely and effective assistance, resolving inquiries, and enhancing their overall experience with our products and services. As a fully remote role, you will have the flexibility to work from your home office anywhere in South Africa, supported by a robust virtual infrastructure and a collaborative team environment. We are committed to fostering a culture of excellence in customer service and providing our team with the tools and support needed to succeed. If you are a proactive problem-solver with strong communication skills and a passion for customer advocacy, this is an exciting career opportunity.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat, providing accurate and timely resolutions.
• Troubleshoot and resolve customer issues related to products and services.
• Educate customers on product features and best practices to maximize their experience.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify opportunities to improve the customer experience and tailor feedback to relevant teams.
• Process orders, returns, and exchanges according to company procedures.
• Collaborate with team members to share knowledge and ensure consistent service delivery.
• Adhere to all company policies and procedures, maintaining high standards of professionalism.
• Proactively follow up with customers to ensure their issues have been resolved satisfactorily.

Requirements

• Previous experience in a customer service or helpdesk role is highly preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage time effectively and multitask in a remote environment.
• A patient, empathetic, and customer-centric attitude.
• High school diploma or equivalent; further education or certifications are a plus.
• Must have a reliable internet connection and a dedicated workspace for remote work.

Benefits

• Competitive annual salary.
• Opportunities for professional development and career growth.
• Flexible remote work arrangement.
• A supportive and collaborative team culture.
• Comprehensive benefits package.
• Performance-based incentives.