Customer Support Coordinator

Placements24; United States; Hybrid; USD 11,000 - 18,000; Full time

Benefits offered by this job

Medical aid

Hybrid work

Training opportunities

Annual leave

Job summary

Placements24 is hiring a proactive Customer Support Coordinator for a hybrid role in Paarl, Western Cape. You will manage inquiries across channels, assign tickets, update customer records, and ensure timely resolutions.

Ideal candidates are organized with excellent written and verbal communication, proficient in CRM/ticketing tools and MS Office, and able to multitask in a fast-paced e-commerce setting. Some in-office days in Paarl are required.

Qualifications

• 1–2 years of experience in customer service, administrative, or coordination roles.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Proficiency in common office software (Microsoft Office, Google Workspace) and CRM/ticketing systems.
• Ability to multitask and prioritize in a fast-paced environment.
• Proactive, helpful attitude focused on customer satisfaction.
• Willingness to work in a hybrid environment with in-office days in Paarl.
• Experience in e-commerce or retail is a plus.

Responsibilities

• Coordinate and manage incoming customer support requests across multiple channels (email, phone, social media).
• Assign support tickets to appropriate team members and track progress for timely resolution.
• Maintain and update customer records and support documentation.
• Assist customers with general inquiries, order status, and product information.
• Identify and escalate complex issues to supervisors or specialized departments.
• Liaise with Sales, Logistics, and other departments to resolve customer-related issues.
• Contribute to creation and maintenance of FAQs and self-help resources.
• Monitor support inbox and ensure inquiries are addressed within SLAs.
• Provide support to the customer service team as needed.

Skills

Organizational skills

Time management

Verbal communication

Written communication

Multitasking

Tools

CRM / ticketing system

Microsoft Office

Google Workspace

Job description

About the Role

Our client, a dynamic e-commerce business, is seeking an organized and proactive Customer Support Coordinator to join their team in Paarl, Western Cape . This role is vital for ensuring the smooth flow of customer inquiries and support requests, acting as a central point of contact and ensuring timely resolution. The ideal candidate will have a knack for organization, excellent communication skills, and a commitment to providing a positive customer experience. This hybrid role offers the flexibility of remote work combined with essential in-office collaboration. You will play a key part in managing support workflows and contributing to customer satisfaction.

Key Responsibilities

• Coordinate and manage incoming customer support requests across various channels (email, phone, social media).
• Assign support tickets to appropriate team members and track their progress to ensure timely resolution.
• Maintain and update customer records and support documentation.
• Assist customers with general inquiries, order status, and basic product information.
• Identify and escnasion complex customer issues to supervisors or specialized departments.
• Liaise with other departments (e.g., Sales, Logistics) to resolve customer-related issues.
• Contribute to the creation and maintenance of FAQs and self-help resources.
• Monitor support inbox and ensure all inquiries are addressed within service level agreements (SLAs).
• Provide support to the customer service team as needed.

Requirements

• Minimum of 1-2 years of experience in a customer service, administrative, or coordination role.
• Exceptional organizational and time management skills.
• Strong verbal and written communication skills.
• Proficiency in using common office software (e.g., Microsoft Office, Google Workspace) and CRM/ticketing systems.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• A proactive and helpful attitude with a focus on customer satisfaction.
• Comfortable working in a hybrid environment, requiring presence in the Paarl office on designated days.
• Experience in e-commerce or retail is a plus.

Benefits

Our client offers a competitive salary commensurate with your experience and skills. The hybrid work arrangement provides a good balance between remote flexibility and in-office teamwork. You will be eligible for a comprehensive benefits package, including medical aid options. Opportunities for on-the-job training and professional development are provided to support your growth within the company. Join a supportive and collaborative team environment. Paid time off includes annual leave and public holidays. This role is an excellent stepping stone for a career in customer operations and management within the exciting e-commerce sector.