Customer Support Associate

Placements24; Benoni; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote position

Work-life balance

Career growth opportunities

Medical and dental coverage

Paid time off

Employee assistance program

Home office setup allowance

Training and development

Virtual team events

Innovative company

Job summary

WhatJobs Direct is seeking a proactive Customer Support Associate to join a fully remote team based in Benoni, Gauteng. You will handle customer inquiries across email, chat, and phone, troubleshoot issues, and guide users on product features while maintaining CRM records.

Ideal candidates have strong English communication, empathy, and the ability to work independently with remote colleagues. The role offers flexibility and remote collaboration opportunities.

Qualifications

• Experience in a customer service or support role preferred.
• Excellent verbal and written English communication.
• Proficiency with helpdesk software and CRM systems.
• Good problem-solving and troubleshooting abilities.
• Ability to work autonomously in a remote setting and manage time effectively.

Responsibilities

• Respond to customer queries via email, chat, and phone.
• Troubleshoot and resolve platform usage and account issues.
• Provide guidance on product features and functionality.
• Maintain records of interactions in the CRM system.
• Contribute to support documentation and FAQs.
• Identify recurring issues and provide feedback to improve products.

Skills

Customer service

English comms

Remote work

Time management

Team collaboration

Education

High school diploma or equivalent

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, WhatJobs Direct, is searching for a proactive and customer-oriented Customer Support Associate to join their fully remote team. This role is ideal for individuals who are passionate about helping others and thrive in a virtual work environment. You will be responsible for managing customer inquiries, resolving issues efficiently, and ensuring a consistently positive user experience. As a key member of our support team, your contributions will directly impact customer satisfaction and retention. The ideal candidate possesses excellent communication skills, a strong sense of empathy, and the ability to work independently while collaborating effectively with remote colleagues. This position is based in Benoni, Gauteng, ZA , but operates entirely remotely, offering significant flexibility. We are committed to fostering a supportive and engaging remote work culture where professional development is encouraged.

Key Responsibilities

• Respond to customer queries via various channels including email, chat, and phone.
• Troubleshoot and resolve customer issues related to platform usage and account management.
• Provide clear and concise guidance on product features and functionalities.
• Maintain detailed records of customer interactions and solutions in the CRM system.
• Contribute to the creation and updating of support documentation and FAQs.
• Identify recurring customer issues and provide feedback to improve products and services.
• Ensure customer satisfaction by providing timely and effective support.
• Manage and prioritize a workload of incoming support requests.
• Collaborate with team members to share best practices and improve support processes.
• Follow up with customers to confirm issue resolution and gather feedback.

Requirements

• Previous experience in a customer service or support role is preferred.
• Excellent verbal and written communication skills in English.
• Proficiency in using helpdesk software and CRM systems.
• Strong problem-solving and troubleshooting abilities.
• Ability to work autonomously and manage time effectively in a remote setting.
• High school diploma or equivalent; relevant certifications are a plus.
• A customer-focused approach with a genuine desire to assist users.
• Reliable internet connection and a suitable home office environment.
• Adaptability and willingness to learn new tools and processes.
• Team player with strong interpersonal skills for remote collaboration.

Benefits

• Competitive annual salary of ZAR.
• Fully remote position offering excellent work-life balance.
• Opportunities for career growth and advancement.
• Comprehensive medical and dental coverage.
• Generous paid time off and company holidays.
• Employee assistance program for mental and emotional well-being.
• Home office setup allowance.
• Continuous training and development programs.
• Virtual team social events and collaborative platforms.
• Be part of an innovative and growing company.