Customer Support Specialist - FMCG Sector

Placements24; Queenstown; Hybrid; NZD 19,000 - 32,000; Full time

Benefits offered by this job

Remote work

Medical aid

Retirement fund

Job summary

Placements24 is seeking a Customer Support Specialist for a fully remote role serving customers in SA. You will handle inquiries about products, orders, and brand information, working independently with a strong focus on service quality.

The role emphasizes building loyalty, delivering accurate product details, and maintaining CRM records from a home office. You should have prior customer service or helpdesk experience, excellent English communication, and be eligible to work in South Africa.

Qualifications

• Experience in customer service or helpdesk.
• Excellent verbal and written English communication.
• Proficient with CRM software and digital channels.

Responsibilities

• Respond to customer inquiries via phone, email, and social media regarding product details, availability, promotions and company policies.
• Troubleshoot and resolve issues related to orders, deliveries and product satisfaction.
• Provide accurate information about product ingredients, nutritional facts and usage instructions.
• Document all customer interactions, issues and resolutions in the CRM system.
• Escalate complex issues to relevant departments for resolution.
• Gather customer feedback and report common issues or trends to management.
• Assist customers with navigating the company site and online purchasing platforms.
• Maintain a high level of product knowledge across brands in the FMCG portfolio.
• Contribute to development and improvement of customer service scripts and knowledge base articles.
• Ensure a positive and professional brand representation in all customer interactions.

Skills

Customer service

CRM software

Remote work

English proficiency

Job description

About the Role

Our client, a leading Fast-Moving Consumer Goods (FMCG) company, is seeking a dedicated Customer Support Specialist to join their remote team, serving clients across Queenstown, Eastern Cape, and surrounding regions. This role is vital for ensuring excellent customer experiences, handling inquiries related to products, orders, and brand information. The ideal candidate will possess strong communication skills, a problem-solving attitude, and a passion for customer service. You will be the primary point of contact for consumers, addressing their needs and enhancing their perception of our client's brands. This is an excellent opportunity to contribute to a well-known FMCG brand from a remote location, fostering customer loyalty and providing valuable feedback to the company.

Key Responsibilities

• Respond to customer inquiries via phone, email, and social media channels regarding product details, availability, promotions, and company policies.
• Troubleshoot and resolve customer issues related to orders, deliveries, and product satisfaction.
• Provide accurate information about product ingredients, nutritional facts, and usage instructions.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to relevant departments (e.g., quality control, logistics) for resolution.
• Gather customer feedback and report common issues or trends to the management team.
• Assist customers with navigating the company's website and online purchasing platforms.
• Maintain a high level of product knowledge across all brands within the FMCG portfolio.
• Contribute to the development and improvement of customer service scripts and knowledge base articles.
• Ensure a positive and professional brand representation in all customer interactions.

Requirements

• Previous experience in a customer service or helpdesk role, preferably within the FMCG or retail sector.
• Excellent verbal and written communication skills in English.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and digital communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• A friendly, patient, and customer-centric approach.
• Familiarity with consumer product inquiries and concerns.
• Must be eligible to work in South Africa.
• This is a fully Remote position, requiring a reliable internet connection and a suitable home office environment.

Benefits

Our client offers a competitive salary, comprehensive benefits including medical aid and retirement fund contributions, and opportunities for professional development. Enjoy the flexibility and autonomy of a fully Remote work environment, join a supportive team, and gain valuable experience within the thriving FMCG industry. We are committed to fostering employee growth and well-being.