Customer Solutions Specialist

Placements24; Randburg; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Health, dental, and vision insurance

Professional development

Access to cutting-edge technology

Retirement savings plan

Team events

Employee assistance program

Job summary

Placements24 in Randburg, South Africa, is seeking a Customer Solutions Specialist for a hybrid role combining remote flexibility with in-office collaboration. You will resolve inquiries, guide users through features, and ensure high customer satisfaction.

The ideal candidate has experience in customer or technical support, strong communication, and proficiency with CRM/ticketing systems. You will contribute to knowledge base, identify needs, and build lasting client relationships to improve

Qualifications

• Previous experience in customer support or technical support.
• Strong understanding of digital services and software applications.
• Excellent verbal and written communication skills.
• Proficiency with CRM software and helpdesk ticketing systems.

Responsibilities

• Respond to customer inquiries via email, chat, and phone with accuracy and efficiency.
• Diagnose and resolve technical and service-related issues for clients.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Escalate complex issues to appropriate internal teams when necessary.
• Maintain detailed records of customer interactions and solutions in the CRM system.
• Proactively identify customer needs and offer tailored solutions.
• Contribute to knowledge base articles and support documentation.
• Gather customer feedback to identify areas for service and product improvement.
• Ensure timely follow-up and resolution for all customer cases.

Skills

Customer support

CRM software

Problem solving

Written and verbal communication

Time management

Remote collaboration

Education

High school diploma

Bachelor’s degree advantageous

Tools

CRM software

Helpdesk ticketing systems

Microsoft Office

Job description

About the Role

Our client, a leading provider of digital services and software solutions, is seeking a motivated and resourceful Customer Solutions Specialist to join their dynamic team. This role is hybrid, offering a blend of remote work flexibility and in-office collaboration. You will be instrumental in ensuring customer satisfaction by providing expert support and guiding clients through their inquiries and challenges. The ideal candidate possesses strong technical acumen, excellent problem-solving skills, and a commitment to delivering exceptional customer experiences. This is an exciting opportunity to contribute to a forward-thinking company that values innovation and customer-centricity. You will play a key role in resolving complex customer issues and enhancing their overall experience with our client's services. We are looking for an individual who can effectively bridge the gap between customer needs and technological solutions, making a tangible impact on user satisfaction and retention. The focus will be on proactive problem-solving and building lasting client relationships.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone with accuracy and efficiency.


• Diagnose and resolve technical and service-related issues for clients.


• Guide customers through product features, functionalities, and troubleshooting steps.


• Escalate complex issues to appropriate internal teams when necessary.


• Maintain detailed records of customer interactions and solutions in the CRM system.


• Proactively identify customer needs and offer tailored solutions.


• Contribute to the development of knowledge base articles and support documentation.


• Gather customer feedback to identify areas for service and product improvement.


• Ensure timely follow-up and resolution for all customer cases.


• Uphold the company's standards for customer service excellence.

Requirements

• Previous experience in customer support, technical support, or a related field.


• Strong understanding of digital services and software applications.


• Excellent verbal and written communication skills.


• Proficiency in using CRM software and helpdesk ticketing systems.


• Strong analytical and problem-solving abilities.


• Ability to manage multiple priorities and work effectively under pressure.


• A proactive and customer-centric mindset.


• High school diploma required; degree in a related field is advantageous.


• Ability to collaborate effectively with remote and in-office team members.


• Located in or near Randburg, Gauteng, to facilitate hybrid work.

Benefits

• Competitive salary and potential for performance bonuses.


• Hybrid work model offering flexibility and work-life balance.


• Comprehensive health, dental, and vision insurance.


• Opportunities for professional growth and training.


• Access to cutting-edge technology and tools.


• Generous paid time off and holiday schedule.


• Retirement savings plan.


• Collaborative and innovative work environment.


• Employee assistance program.


• Company-sponsored team events.