Customer Success & Sales Support Specialist

Compass; Durban; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Compass in Durban is seeking a proactive Client Support Specialist to deliver first-line support, address inquiries, and guide clients through services from our Durban office.

You will troubleshoot issues, maintain CRM records, and collaborate with teams to ensure service excellence and client satisfaction.

Strong communication and a solid customer service foundation are essential.

Qualifications

• Proven experience in a client support or customer service role.
• Strong understanding of customer service principles and best practices.
• Excellent communication, listening, and interpersonal skills.
• Proficiency with helpdesk software and ticketing systems.
• Ability to work effectively in a team and independently within an office environment located in Durban.
• High school diploma required; a degree or certification in a relevant field is an advantage.

Responsibilities

• Handle incoming client inquiries via phone, email, and in-person, providing clear and concise information.
• Troubleshoot and resolve client issues related to products and services, ensuring high levels of satisfaction.
• Escalate unresolved issues to appropriate departments or senior staff members promptly.
• Maintain accurate client records and document all interactions within the company's CRM system.
• Assist with client onboarding processes and provide necessary guidance and training.
• Proactively identify client needs and offer solutions to enhance their experience.

Skills

Customer service

Communication skills

Troubleshooting

Teamwork

Independent work

Education

High School Diploma

Relevant degree or certification (advantage)

Tools

CRM system

Helpdesk software

Job description

Client Support Specialist

Our client is seeking a proactive and detail-oriented Client Support Specialist to join their dedicated team in Durban. This role is essential for providing first-line support to clients, ensuring their needs are met promptly and efficiently. You will be responsible for addressing inquiries, resolving technical issues, and guiding clients through our services. This position requires excellent communication skills and a strong understanding of customer service principles, working directly within our Durban office to foster strong client relationships and contribute to our service excellence goals.

About the Role

Our client is seeking a proactive and detail-oriented Client Support Specialist to join their dedicated team in Durban. This role is essential for providing first-line support to clients, ensuring their needs are met promptly and efficiently. You will be responsible for addressing inquiries, resolving technical issues, and guiding clients through our services. This position requires excellent communication skills and a strong understanding of customer service principles, working directly within our Durban office to foster strong client relationships and contribute to our service excellence goals.

Key Responsibilities

• Handle incoming client inquiries via phone, email, and in-person, providing clear and concise information.
• Troubleshoot and resolve client issues related to products and services, ensuring high levels of satisfaction.
• Escalate unresolved issues to appropriate departments or senior staff members promptly.
• Maintain accurate client records and document all interactions within the company's CRM system.
• Assist with client onboarding processes and provide necessary guidance and training.
• Proactively identify client needs and offer solutions to enhance their experience.

Requirements

• Proven experience in a client support or customer service role.
• Strong understanding of customer service principles and best practices.
• Excellent communication, listening, and interpersonal skills.
• Proficiency with helpdesk software and ticketing systems.
• Ability to work effectively in a team and independently within an office environment located in Durban.
• High school diploma required; a degree or certification in a relevant field is an advantage.

Benefits

• Competitive annual salary and potential for performance-based incentives.
• Comprehensive health insurance coverage.
• Generous vacation and sick leave policies.
• Opportunities for professional development and training.
• A collaborative and supportive office culture in Dur