Customer Care Specialist - Klerksdorp

Placements24; Klerksdorp; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Paid annual leave

Hybrid work flexibility

Career development

Job summary

Placements24 is seeking a Customer Care Specialist to support clients primarily remotely, with potential hybrid days in Klerksdorp, North West. You will serve as a key liaison, handling inquiries with empathy and efficiency to maintain high customer satisfaction.

The role emphasizes professional communication, problem-solving, and adherence to SLAs, with a focus on documenting interactions in the CRM and contributing to knowledge base improvements.

Qualifications

• Minimum of 2 years in a customer service role.
• Excellent verbal and written English.
• Proficiency with CRM software and helpdesk ticketing systems.

Responsibilities

• Handle a high volume of inbound and outbound customer communications via phone, email, and chat.
• Provide product, service, and policy information clearly.
• Resolve issues promptly with aim for first-contact resolution.
• Document all interactions in the CRM accurately.
• Escalate complex issues to appropriate departments.
• Gather feedback to improve services and processes.
• Contribute to support documentation and knowledge base.

Skills

Communication

Problem-solving

Time management

Customer relationship

Remote work

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is looking for a skilled and customer-focused Customer Care Specialist to join their expanding team, operating primarily remotely but with potential for hybrid engagement in Klerksdorp, North West . This role is dedicated to fostering positive customer relationships by providing exceptional support and resolving inquiries with efficiency and empathy. You will act as a key liaison between the company and its clients, ensuring their needs are met and their experience is consistently outstanding. The ideal candidate possesses strong communication skills and a proactive approach to problem-solving, contributing significantly to customer retention and satisfaction. This is an excellent opportunity to advance your career in customer care.

Key Responsibilities

• Handle a high volume of inbound and outbound customer communications across multiple channels (phone, email, chat).
• Provide detailed information on products, services, and company policies.
• Resolve customer issues and complaints efficiently, aiming for first-contact resolution.
• Accurately document all customer interactions and outcomes in the CRM system.
• Identify and elevate complex issues to appropriate departments for further action.
• Gather customer feedback and provide insights to improve services and processes.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Build rapport with customers and foster loyalty through positive interactions.
• Adhere to service level agreements (SLAs) and quality standards.

Requirements

• Minimum of 2 years of experience in a customer service or customer care role.
• Demonstrated ability to manage customer interactions effectively.
• Excellent verbal and written communication skills in English .
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively, especially in a remote or hybrid setup.
• A professional, patient, and empathetic demeanor.
• Must be eligible to work in South Africa and based within reasonable commuting distance of Klerksdorp for potential hybrid days.
• Familiarity with the local context and languages of the North West region is a plus.

Benefits

Our client offers a competitive salary range, commensurate with your experience and the hybrid nature of the role.

• A comprehensive benefits package includes medical aid and a retirement fund.
• We are committed to employee development, offering various training programs and career advancement opportunities.
• Enjoy a collaborative and supportive team environment, even with remote components.
• Benefits include paid annual leave and other statutory leave.
• This role provides the advantage of hybrid work flexibility, allowing for a better balance between your professional and personal life in the Klerksdorp area.