Customer Support Specialist (Tier 1)

Placements24; Queenstown; Hybrid; NZD 50,000 - 70,000; Full time

Benefits offered by this job

Fully remote position

Training and career progression

Medical benefits

Retirement benefits

Performance bonuses

Job summary

Placements24 is seeking a diligent Tier 1 Customer Support Specialist to join a fully remote team serving customers in NZ. You will be the first point of contact, handling inquiries via phone, email and chat, and guiding users through account information and basic troubleshooting.

The role emphasizes empathy, clear communication, and accurate data handling while adhering to company policies. You will participate in training, strive to meet performance targets, and contribute to a supportive

Qualifications

• Previous experience in customer service or call center preferred.
• Excellent verbal and written communication.
• Strong active listening and problem-solving abilities.
• Proficient with computers and basic software.
• Able to work independently in a remote setting.
• Reliable internet connection and quiet workspace.
• CRM or ticketing system experience is a plus.
• Willingness to learn in a fast-paced remote environment.

Responsibilities

• Respond to inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information about products, services, and account details.
• Assist customers with basic troubleshooting and guide them through common issues.
• Escalate complex issues to higher tiers of support when necessary.
• Maintain detailed records of customer interactions and transactions.
• Adhere to company policies and procedures in handling customer data and requests.
• Contribute to team goals and objectives by meeting performance targets.
• Identify opportunities to improve customer satisfaction and service efficiency.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.
• Provide a friendly and helpful experience for all customers.

Skills

Customer service

Verbal communication

Written communication

Active listening

Problem solving

Time management

Education

High school diploma

Tools

CRM systems

Job description

About the Role

Our client, a fast-growing financial services provider, is seeking a diligent and customer-focused Tier 1 Customer Support Specialist to join their fully remote team. This role is perfect for individuals who are passionate about helping others and possess excellent communication skills. You will be the first point of contact for customers, providing essential support and information regarding their accounts and services. We are committed to building a strong remote workforce and offer a supportive environment where you can develop your skills. This is an excellent opportunity to start or advance your career in customer support with a company that values its employees and prioritizes customer satisfaction. Your empathy and efficiency will be crucial in resolving customer queries and ensuring a positive experience from their initial interaction with us. Join us in delivering exceptional service from anywhere, contributing to the success of our operations.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information about products, services, and account details.
• Assist customers with basic troubleshooting and guide them through common issues.
• Escalate complex issues to higher tiers of support when necessary.
• Maintain detailed records of customer interactions and transactions.
• Adhere to company policies and procedures in handling customer data and requests.
• Contribute to team goals and objectives by meeting performance targets.
• Identify opportunities to improve customer satisfaction and service efficiency.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.
• Provide a friendly and helpful experience for all customers.

Requirements

• Previous experience in customer service or a call center environment is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computers and basic software applications.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a dedicated, quiet workspace.
• High school diploma or equivalent qualification.
• Customer-centric attitude and a willingness to learn.
• Experience with CRM or ticketing systems is a plus.
• Ability to adapt to a fast-paced, remote work environment.

Benefits

• Competitive annual salary of ZAR .
• Fully remote position, offering flexibility and work-life balance.
• Opportunities for training and career progression within the company.
• Comprehensive medical and retirement benefits.
• Performance-based bonuses and incentives.
• A supportive and collaborative remote team culture.
• Access to continuous learning and development resources.