Customer Support Officer

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Medical insurance

Dental insurance

Vision insurance

Training & development

Collaborative team

Job summary

Placements24 in Nelspruit is seeking a proactive Customer Support Officer for a hybrid role that combines remote work with in-office collaboration. You will engage with customers, resolve inquiries, and ensure a positive experience with the company's offerings.

The ideal candidate communicates clearly in English, demonstrates strong problem-solving skills, and can manage multiple tasks while using CRM tools to track interactions and outcomes.

Qualifications

• Experience in customer support, preferably hybrid or office-based.
• Excellent English written and verbal communication.
• Proficiency with CRM and ticketing systems.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat.
• Troubleshoot and resolve issues while following policies.
• Educate customers on product features and services.
• Escalate complex issues and ensure timely resolution.
• Maintain detailed CRM records of interactions.
• Contribute to KPIs for customer satisfaction and resolution times.

Skills

Customer service

Communication

Problem solving

CRM software

Multitasking

Time management

Teamwork

Tools

CRM software

Helpdesk/ticketing systems

Job description

About the Role

Our client is seeking a proactive and solutions-oriented Customer Support Officer to join their team in Nelspruit . This hybrid role combines the convenience of remote work with the necessity of in-office collaboration, offering a balanced approach to customer engagement. You will be instrumental in providing top-tier support, resolving customer issues, and ensuring a positive experience with our client's offerings. This is an excellent opportunity for an individual with strong communication skills and a passion for service excellence to contribute to a dynamic team in Nelspruit .

Key Responsibilities

• Handle inbound customer inquiries across multiple channels (phone, email, chat) promptly and efficiently.
• Troubleshoot and resolve customer issues, ensuring a high level of satisfaction and adherence to company policies.
• Educate customers on product features, services, and best practices.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Maintain accurate and detailed records of customer interactions and support activities within the CRM.
• Contribute to team goals by achieving key performance indicators related to customer satisfaction and resolution times.

Requirements

• Previous experience in a customer support or related role, preferably within a hybrid or office setting.
• Excellent verbal and written communication skills in English.
• Strong problem-solving capabilities and a customer-centric mindset.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Willingness and ability to work a hybrid schedule, with required in-office presence in Nelspruit .
• A proactive approach and the ability to manage multiple tasks effectively.

Benefits

• Competitive annual salary with regular reviews and potential for bonuses.
• Hybrid work arrangement providing flexibility and work-life balance.
• Comprehensive medical, dental, and vision insurance.
• Opportunities for ongoing training and professional development.
• A supportive and collaborative team environment in Nelspruit .