Client Support Coordinator

Placements24; Bellville; Hybrid; ZAR 320,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Remote work in South Africa

Professional development

Job summary

Placements24 is seeking a proactive Client Support Coordinator to join a globally distributed SaaS team, remotely from anywhere in South Africa. You’ll be first contact for clients, handling inquiries, guiding product usage, and ensuring successful adoption.

The role emphasizes strong communication, detail orientation, and independent work in a remote setting. Familiarity with SaaS, CRM, and ticketing systems is essential, with opportunities for professional growth.

Qualifications

• Proven experience in customer support or helpdesk roles.
• Excellent written and verbal communication.
• Strong problem-solving and organizational abilities.
• Ability to work independently in a remote environment.

Responsibilities

• Handle client inquiries via email, phone, and chat.
• Provide first-level technical support for the SaaS platform.
• Guide clients through product features and workflows.
• Escalate complex issues to internal teams when needed.
• Maintain accurate client records in the CRM.
• Contribute to knowledge base and support docs.
• Identify client needs and propose timely solutions.
• Collaborate with Sales and Account teams for onboarding.
• Collect client feedback for product improvements.

Skills

Customer service excellence

Communication skills

Time management

Remote collaboration

Tools

CRM software

Ticketing systems

Data entry / CRM updates

Job description

About the Role

Our client, a prominent SaaS provider, is seeking a proactive and detail-oriented Client Support Coordinator to join their globally distributed team, with a focus on supporting their South African client base. This fully remote position offers the unique opportunity to work from anywhere in South Africa, contributing to a company renowned for its innovative software solutions. You will be the first point of contact for clients, providing efficient and effective support to ensure their success with our client's platform. This role requires strong organizational skills, excellent communication abilities, and a dedication to providing outstanding customer service. As a Client Support Coordinator, you will manage client inquiries, troubleshoot issues, and facilitate solutions, ensuring a seamless experience for all users. The Centurion, Gauteng region remains a key operational hub, and candidates familiar with this environment are encouraged to apply, though the role is fully remote. You will play a crucial role in maintaining client satisfaction and retention.

Key Responsibilities

• Manage and respond to client inquiries received through various channels (email, phone, chat).
• Provide first-level technical support and troubleshooting for software-related issues.
• Guide clients through product features and functionalities, ensuring optimal usage.
• Escalate complex technical issues to the relevant internal teams (e.g., development, engineering).
• Maintain accurate and up-to-date client records and support case documentation in the CRM system.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Proactively identify client needs and potential issues, offering timely solutions and support.
• Collaborate with sales and account management teams to ensure a smooth client onboarding process and ongoing satisfaction.
• Gather client feedback and relay it to product development teams for continuous improvement.

Requirements

• Proven experience in a customer support, client service, or helpdesk role.
• Familiarity with SaaS products and the software industry.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a remote work setting.
• A customer-focused attitude with a passion for helping others succeed.
• Self-motivated and able to work independently with minimal supervision.
• Experience with project management tools is a plus.

Benefits

Our client offers a competitive salary and a comprehensive benefits package for this fully remote position. This includes opportunities for professional development and training, a flexible work schedule, and the ability to work from anywhere within South Africa. You'll be part of a supportive and innovative global team culture that values collaboration and individual contribution. Access to cutting-edge technology and the chance to grow within a rapidly expanding tech company are key advantages. Our client is committed to fostering a diverse and inclusive workplace, promoting work-life balance and employee well-being. This role provides excellent career progression opportunities for dedicated individuals.