Customer Service Representative - Tier 2

Placements24; Bloemfontein; Hybrid; ZAR 201,000 - 290,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Health benefits

Career progression

Supportive team

Job summary

Placements24 is seeking a Customer Service Representative - Tier 2 in Welkom, in the Free State. You will handle escalated inquiries, provide advanced technical and service support, and work as a key escalation point to ensure customer satisfaction.

The role requires at least 2 years in Tier 2 support, strong IT troubleshooting, excellent written and verbal communication, CRM usage, and analytical mindset. The position offers hybrid work, competitive pay, and opportunities to grow.

Qualifications

• Minimum of 2 years in a Tier 2 customer support or technical helpdesk role.
• Proven ability to troubleshoot and resolve complex customer problems.
• Excellent written and verbal communication skills.
• Proficiency in using CRM software and support ticketing systems.
• Strong analytical skills and attention to detail.

Responsibilities

• Handle escalated customer inquiries and provide in-depth technical and service support.
• Investigate and resolve complex customer complaints and issues efficiently and effectively.
• Document customer interactions, solutions, and feedback accurately in the ticketing system.
• Collaborate with Tier 1 support and other departments to ensure comprehensive issue resolution.
• Identify trends in customer issues and provide feedback for product or service improvements.

Skills

Customer support

Troubleshooting

CRM software

Communication skills

Analytical skills

Job description

About the Role

Our client is seeking a dedicated Customer Service Representative - Tier 2 to enhance their support operations in Welkom . This role is critical for handling more complex customer issues that require advanced troubleshooting and problem-solving skills. You will serve as a key escalation point, ensuring customer satisfaction and contributing to the team's success in the Free State region. This is a great opportunity to utilize your expertise in a challenging and rewarding environment.

Key Responsibilities

• Handle escalated customer inquiries and provide in-depth technical and service support.
• Investigate and resolve complex customer complaints and issues efficiently and effectively.
• Document customer interactions, solutions, and feedback accurately in the ticketing system.
• Collaborate with Tier 1 support and other departments to ensure comprehensive issue resolution.
• Contribute to the development of training materials and knowledge base articles.
• Identify trends in customer issues and provide feedback for product or service improvements.

Requirements

• Minimum of 2 years of experience in a Tier 2 customer support or technical helpdesk role.
• Proven ability to troubleshoot and resolve complex customer problems.
• Excellent communication skills, both written and verbal.
• Proficiency in using CRM software and support ticketing systems.
• Strong analytical skills and attention to detail.
• Ability to work effectively in a hybrid model, contributing to both remote and on-site team needs in Welkom .

Benefits

• Competitive monthly salary package.
• Hybrid work flexibility, balancing remote and office work.
• Comprehensive health and wellness benefits.
• Opportunities for skill development and career progression.
• A supportive team environment focused on collaboration and customer care.