Customer Service Representative - Tier 2

Placements24; Stellenbosch; Hybrid; ZAR 201,000 - 357,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career growth opportunities

Health insurance

Job summary

Placements24 in Paarl is seeking an experienced Customer Service Representative - Tier 2 to join our dedicated team. This advanced role handles escalated inquiries that require deep product knowledge and a proactive approach to customer satisfaction.

You will collaborate with Tier 1 support and other departments, document resolutions in the CRM, and contribute to training materials, with a view to improving retention and loyalty across the business.

Qualifications

• Proven experience in a Tier 2 customer support role or similar advanced support position.
• In-depth knowledge of the company's products and services.
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple complex cases simultaneously.
• Experience with CRM software and ticketing systems is essential.
• A strong commitment to customer satisfaction and retention.

Responsibilities

• Handle escalated customer inquiries and complex issues requiring in-depth product knowledge.
• Provide expert guidance and resolutions to customers, ensuring a positive outcome.
• Analyze customer issues to identify root causes and suggest preventative measures.
• Collaborate with Tier 1 support and other departments to resolve client problems effectively.
• Document detailed notes on escalated cases and resolutions in the CRM system.
• Contribute to training materials and knowledge base for Tier 1 support staff.

Skills

Tier 2 customer support experience

Problem solving

Communication skills

Multitasking

CRM software

Customer retention focus

Job description

About the Role

Our client is seeking an experienced Customer Service Representative - Tier 2 to join their dedicated team in Paarl . This advanced role involves handling escalated customer issues that require a deeper understanding of products and services. You will act as a subject matter expert, providing thorough solutions and ensuring customer satisfaction on complex queries. This is an opportunity to leverage your expertise and contribute significantly to customer retention and loyalty in the beautiful Paarl region.

Key Responsibilities

• Handle escalated customer inquiries and complex issues requiring in-depth product knowledge.
• Provide expert guidance and resolutions to customers, ensuring a positive outcome.
• Analyze customer issues to identify root causes and suggest preventative measures.
• Collaborate with Tier 1 support and other departments to resolve client problems effectively.
• Document detailed notes on escalated cases and resolutions in the CRM system.
• Contribute to training materials and knowledge base for Tier 1 support staff.

Requirements

• Proven experience in a Tier 2 customer support role or similar advanced support position.
• In-depth knowledge of the company's products and services.
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple complex cases simultaneously.
• Experience with CRM software and ticketing systems is essential.
• A strong commitment to customer satisfaction and retention.

Benefits

• Competitive salary and attractive bonus structure.
• Hybrid work arrangement for optimal work-life balance.
• Comprehensive health, dental, and vision insurance.
• Opportunities for career growth and specialization within customer service.
• A supportive team environment in Paarl .