Customer Resolution Specialist (Remote)

Placements24; Soweto; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Health benefits

Bonuses

Paid vacation

Professional development

Retirement plan

Employee assistance

Remote tools

Team culture

Job summary

Placements24 is seeking a Client-focused Customer Resolution Specialist to join their team in a fully remote capacity. You will investigate and resolve complex customer issues, coordinate with product, technical and sales teams, and deliver clear, empathetic resolutions to maintain loyalty.

The ideal candidate has strong problem-solving, communication, and CRM experience, thrives in autonomy, and upholds high professional standards in a fast-paced remote environment.

Qualifications

• Must have proven experience in customer support focused on issue resolution and complaint handling.
• Excellent problem-solving, analytical and critical-thinking abilities.
• Strong communication, negotiation and interpersonal skills.
• Ability to work independently and manage time in a remote setting.
• Experience using CRM software and helpdesk ticketing systems.
• Demonstrated ability to handle difficult customer situations with patience and professionalism.
• Proficiency in standard office software.

Responsibilities

• Investigate and resolve complex customer complaints and issues.
• Liaise with product, technical, and sales teams to gather information and implement solutions.
• Communicate resolutions clearly and empathetically to customers.
• Identify root causes of recurring issues and recommend preventive measures.
• Develop and maintain documentation of resolution processes.
• Ensure timely and effective follow-up with customers.
• Monitor customer feedback channels for emerging issues.
• Adhere to company policies and service level agreements.
• Proactively identify opportunities to improve the customer experience.
• Maintain a high level of professionalism and customer focus in all interactions.

Skills

Customer support experience

Problem-solving

Communication skills

Remote work ability

CRM & helpdesk software

Patience under pressure

Office software proficiency

Education

High school diploma

College degree (preferred)

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is actively seeking a highly skilled and empathetic Customer Resolution Specialist to join their team in a fully remote capacity. This role is essential for addressing and resolving complex customer issues, ensuring that every interaction leads to a satisfactory outcome and strengthens customer loyalty. You will be empowered to investigate issues thoroughly, collaborate with internal teams, and provide effective solutions. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of customer service principles, and the ability to manage sensitive situations with tact and professionalism. We are looking for individuals who thrive in an independent remote work environment and are dedicated to delivering outstanding customer experiences. As a Customer Resolution Specialist, you will be a key advocate for the customer, ensuring their concerns are heard and addressed effectively, thereby contributing significantly to our client's reputation for excellence. The company fosters a culture of trust, autonomy, and continuous improvement, providing the resources and support needed to excel in this crucial role. This is an excellent opportunity to make a significant impact on customer satisfaction from your home office.

Key Responsibilities

• Investigate and resolve complex customer complaints and issues.
• Liaise with various departments (e.g., product, technical, sales) to gather information and implement solutions.
• Communicate resolutions clearly and empathetically to customers.
• Identify root causes of recurring issues and recommend preventive measures.
• Develop and maintain documentation of resolution processes.
• Ensure timely and effective follow-up with customers.
• Monitor customer feedback channels for emerging issues.
• Adhere to company policies and service level agreements.
• Proactively identify opportunities to improve the customer experience.
• Maintain a high level of professionalism and customer focus in all interactions.

Requirements

• Proven experience in customer support, with a focus on issue resolution and complaint handling.
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong communication, negotiation, and interpersonal skills.
• Ability to work independently and manage time effectively in a remote setting.
• Experience using CRM software and helpdesk ticketing systems.
• Demonstrated ability to handle difficult customer situations with patience and professionalism.
• High school diploma or equivalent; a college degree is a plus.
• Proficiency in standard office software.
• A proactive approach to identifying and resolving customer concerns.
• Reliable internet connection and a suitable home office setup.

Benefits

• Competitive salary commensurate with experience.
• Fully remote working environment.
• Comprehensive health, dental, and vision benefits.
• Performance-based bonuses and incentives.
• Generous paid vacation and sick leave.
• Opportunities for professional development and skill enhancement.
• Retirement savings plan with company match.
• Employee assistance program for personal well-being.
• Access to cutting-edge remote work tools.
• A supportive and collaborative remote team culture.