Customer Support Coordinator

Placements24; LegKraal Gate; Hybrid; ZAR 83,000 - 165,000; Full time

Benefits offered by this job

Fully remote work arrangement

Contractor role

Flexible working hours

Professional development opportunities

Remote work tools and technologies

Job summary

WhatJobs Direct is seeking a organized and proactive Customer Support Coordinator to join their fully remote team. This role focuses on coordinating customer support activities, managing inquiries, and ensuring timely resolutions to enhance customer satisfaction from a home office across South Africa.

As a fully remote contractor, you will work with a globally distributed team, maintain accurate customer records, support product usage, and identify process improvements.

Qualifications

• Proven experience in a customer support, administrative, or coordination role.
• Excellent organizational and time management skills.
• Strong verbal and written communication abilities.
• Proficiency in using CRM software and customer support tools.
• Ability to work independently in a remote setting.
• Detail-oriented with a commitment to accuracy.

Responsibilities

• Coordinate customer support activities and workflows to ensure timely resolution of inquiries.
• Manage and respond to customer requests via email, chat, and phone systems.
• Assist in troubleshooting customer issues and escalate complex problems to appropriate teams.
• Maintain and update customer records and support documentation.
• Liaise with different departments to gather information and resolve customer concerns.
• Track support tickets and ensure they are addressed within SLAs.
• Generate reports on customer support performance and key metrics.
• Provide support and guidance to customers on product usage and services.
• Identify opportunities for process improvement within the customer support function.
• Contribute to building strong customer relationships through effective communication and support.

Skills

Customer support

Organization

Communication skills

CRM software

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct, is seeking an organized and proactive Customer Support Coordinator to join their fully remote team. This position is key to ensuring the smooth operation of customer support services, coordinating efforts, and managing communication flow to enhance customer satisfaction. As a fully remote role, you will have the flexibility to work from your home office, contributing to a globally distributed and dynamic team. We are looking for individuals who excel in organizational tasks, possess excellent communication skills, and are dedicated to providing exceptional support. This is a fantastic opportunity to leverage your coordination skills in a supportive and growth-oriented environment, all while working remotely from anywhere in South Africa . Join us and play a vital role in our customer success initiatives.

Key Responsibilities

• Coordinate customer support activities and workflows to ensure timely resolution of inquiries.
• Manage and respond to customer requests via email, chat, and phone systems.
• Assist in troubleshooting customer issues and escalates complex problems to appropriate teams.
• Maintain and update customer records and support documentation.
• Liaise with different departments to gather information and resolve customer concerns.
• Track support tickets and ensure they are addressed within service level agreements (SLAs).
• Generate reports on customer support performance and key metrics.
• Provide support and guidance to customers on product usage and services.
• Identify opportunities for process improvement within the customer support function.
• Contribute to building strong customer relationships through effective communication and support.

Requirements

• Proven experience in a customer support, administrative, or coordination role.
• Excellent organizational and time management skills.
• Strong verbal and written communication abilities.
• Proficiency in using CRM software and customer support tools.
• Ability to work independently and manage tasks effectively in a remote setting.
• A proactive approach to problem-solving and task management.
• Detail-oriented with a commitment to accuracy.
• Familiarity with common IT support processes.
• Must be based in South Africa and equipped for remote work.
• High school diploma required; further education or certifications are a plus.

Benefits

• Fully remote work arrangement.
• Competitive salary and contractor rates.
• Flexible working hours.
• Opportunities for professional development and upskilling.
• Access to a range of remote work tools and technologies.
• Supportive and collaborative team culture.
• Contribution to a dynamic and growing organization.
• Exposure to diverse customer support challenges.
• Potential for contract extension based on performance.
• Regular feedback and performance reviews.