Senior Customer Support Advisor - WhatJobs Direct

Placements24; Willows (CA); Hybrid; USD 4,900 - 6,600; Full time

Benefits offered by this job

Hybrid work arrangement

Medical aid

Provident fund

Job summary

Placements24 is seeking a Senior Customer Support Advisor for its Welkom, Free State operations. This hybrid role blends remote work with in-office collaboration to handle complex inquiries, mentor junior staff, and help shape support strategies for a growing organization.

The ideal candidate has 3–5 years in customer support, excellent communication and negotiation skills, proficiency with CRM software and ticketing systems, and a track record of solving problems while guiding teammates toward

Qualifications

• 3–5 years in a customer support or client services role.
• At least 1 year in a senior or lead capacity.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in CRM software and advanced support ticketing systems.

Responsibilities

• Handle complex customer issues and inquiries escalated from support tiers.
• Mentor and coach junior customer support staff.
• Analyze customer feedback and support metrics to identify areas for service improvement.
• Contribute to the creation and refinement of customer support policies and procedures.
• Act as a liaison between customers and other departments to ensure timely resolution of issues.
• Develop and maintain comprehensive knowledge of products and services.

Skills

Communication skills

Interpersonal skills

Negotiation skills

CRM software

Ticketing systems

Analytical skills

Problem solving

Leadership potential

Mentoring

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Support ticketing systems

Job description

About the Role

Our client is seeking an experienced and proactive Senior Customer Support Advisor for their operations in Welkom, Free State . This role operates on a hybrid model, combining the flexibility of remote work with the collaborative energy of an office environment. As a Senior Advisor, you will be instrumental in handling complex customer inquiries, mentoring junior team members, and contributing to the development of support strategies. The ideal candidate possesses a deep understanding of customer service principles, exceptional problem-solving skills, and a proven track record of exceeding customer expectations. This position offers a fantastic opportunity to advance your career within a dynamic and growing organization that values expertise and dedication. Join us to make a significant impact on customer satisfaction in Welkom .

Key Responsibilities

• Manage and resolve complex customer issues, complaints, and inquiries escalated from support tiers.
• Provide expert guidance and support to customers through various communication channels.
• Mentor and coach junior customer support staff, assisting with training and performance development.
• Analyze customer feedback and support metrics to identify areas for service improvement.
• Contribute to the creation and refinement of customer support policies and procedures.
• Act as a liaison between customers and other departments to ensure timely resolution of issues.
• Develop and maintain comprehensive knowledge of our client's products and services.
• Represent the company professionally and ensure a consistently high level of customer service.
• Participate in quality assurance reviews and provide constructive feedback.
• Assist in implementing new customer support tools and technologies.

Requirements

• Minimum of 3-5 years of experience in a customer support or client services role, with at least 1 year in a senior or lead capacity.
• Demonstrated ability to handle complex customer issues and provide effective solutions.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in CRM software and advanced support ticketing systems.
• Strong analytical and problem-solving skills.
• Ability to work effectively in both remote and office-based settings (hybrid model).
• High school diploma required; a bachelor's degree is preferred.
• Leadership potential and experience mentoring team members.
• Residency in or willingness to commute to Welkom, Free State .
• A proactive approach to identifying and addressing customer needs.

Benefits

• Competitive annual salary of 95000 R.
• Hybrid work arrangement offering flexibility.
• Significant opportunities for professional growth and leadership development.
• Exposure to a wide range of customer service challenges and solutions.
• Supportive team environment with experienced colleagues.
• Standard benefits package including medical aid and provident fund options.
• Be part of a company that values experienced professionals in Welkom .