Customer Support Officer

Placements24; Mossel Bay; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental insurance

Paid time off

Annual performance bonuses

Fully remote work environment

Online training resources

Job summary

Placements24 is seeking a dedicated Customer Support Officer for a fully remote role. You will handle inquiries across email, phone, chat, resolve issues, and maintain CRM records.

The role emphasizes independent work, strong communication, problem-solving, and collaboration with internal teams; benefits include competitive salary, medical insurance, PTO, and remote-friendly environment.

Qualifications

• Proven experience in a customer support or client relations role.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong interpersonal and active listening skills.
• Demonstrated problem-solving and critical thinking abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work autonomously, manage workload effectively, and meet deadlines in a remote setting.
• A professional and empathetic demeanor.
• Must have a reliable internet connection and a suitable home office setup.

Responsibilities

• Address and resolve customer inquiries and complaints through various communication channels (email, phone, chat).
• Provide detailed product and service information, guiding customers to the best solutions.
• Investigate and troubleshoot customer issues, identifying root causes and implementing effective resolutions.
• Escalate unresolved issues to senior management or relevant departments with comprehensive details.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Contribute to the development and maintenance of customer support documentation and knowledge base articles.
• Proactively identify opportunities to improve customer experience and suggest process enhancements.
• Collaborate with cross-functional teams to ensure a cohesive customer journey.

Skills

Customer focus

Excellent communication

Active listening

Problem solving

Remote work

CRM software

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client is searching for a dedicated and highly capable Customer Support Officer to join their esteemed organization. This is a fully remote position, offering the ultimate flexibility for professionals who excel in independent work environments. You will be responsible for managing customer inquiries, resolving complex issues, and ensuring a consistently high level of customer satisfaction. The ideal candidate possesses exceptional communication skills, a keen problem-solving aptitude, and a genuine passion for helping others. As a remote-first company, our client is committed to providing a supportive and connected virtual workspace, equipping you with the necessary tools and resources to succeed from home. This role is crucial for maintaining strong client relationships and enhancing our brand's reputation for excellence in service. You will be a key liaison between customers and internal teams, ensuring seamless communication and efficient issue resolution.

Key Responsibilities

• Address and resolve customer inquiries and complaints through various communication channels (email, phone, chat).
• Provide detailed product and service information, guiding customers to the best solutions.
• Investigate and troubleshoot customer issues, identifying root causes and implementing effective resolutions.
• Escalate unresolved issues to senior management or relevant departments with comprehensive details.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Contribute to the development and maintenance of customer support documentation and knowledge base articles.
• Proactively identify opportunities to improve customer experience and suggest process enhancements.
• Collaborate with cross-functional teams to ensure a cohesive customer journey.

Requirements

• Proven experience in a customer support or client relations role.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong interpersonal and active listening skills.
• Demonstrated problem-solving and critical thinking abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work autonomously, manage workload effectively, and meet deadlines in a remote setting.
• A professional and empathetic demeanor.
• Must have a reliable internet connection and a suitable home office setup.

Benefits

• Competitive annual salary.
• Comprehensive medical and dental insurance.
• Paid time off and company holidays.
• Opportunities for professional growth and skill development.
• A flexible, fully remote work environment.
• Annual performance bonuses.
• Access to online training resources.