Customer Support Officer - Mahikeng

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote work

Comprehensive training and development

Retirement fund

Job summary

Placements24 seeks a proactive Customer Support Officer to join a remote team in South Africa. You will be the primary interface for customers, delivering timely solutions to inquiries and technical challenges while working independently from a home office.

The role requires excellent communication, a customer-centric approach, and proficiency with CRM/ticketing systems, with a focus on satisfaction, retention, and feedback to product teams.

Qualifications

• Proven experience in customer support or helpdesk, preferably remote.
• Excellent communication and problem-solving skills.
• Proficient with CRM software and ticketing systems.
• Strong technical aptitude and ability to learn software quickly.
• Self-motivated and highly organized for remote work.

Responsibilities

• Manage inbound customer communications across email, chat, and phone.
• Diagnose and resolve product, billing, and technical issues.
• Provide clear, actionable guidance to customers.
• Escalate complex issues to internal teams and ensure smooth handoffs.
• Maintain detailed records of interactions in the CRM system.
• Identify trends and report insights to management.
• Contribute to knowledge base articles and FAQs.

Skills

Customer service mindset

Remote work experience

CRM and ticketing experience

Communication skills

Technical aptitude

Education

Matric/Equivalent

Tools

CRM systems

Knowledge base tools

Job description

About the Role

Our client, a leading innovator in the (Industry - e.g., digital services, software development) sector, is looking for a proactive and highly organized Customer Support Officer to join their remote team. While the role is fully remote, candidates based in or around Mahikeng, North West, are encouraged to apply. You will be the primary interface for customers, providing timely and effective solutions to their inquiries and technical challenges. This role requires excellent communication skills, a strong understanding of customer service principles, and the ability to work independently in a remote setting. Your goal will be to ensure customer satisfaction, retention, and provide valuable feedback to the product development teams. This is an exciting opportunity to work from home and contribute to a company known for its cutting-edge solutions.

Key Responsibilities

• Manage inbound customer communications across various channels (email, chat, phone).
• Diagnose and resolve customer issues related to product functionality, billing, and technical aspects.
• Provide clear, concise, and actionable guidance to customers.
• Escalate complex issues to the appropriate internal teams, ensuring smooth handoffs.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer inquiries and feedback, reporting insights to management.
• Assist in the creation and maintenance of knowledge base articles and FAQs.
• Proactively engage with customers to ensure their satisfaction and successful use of the product.
• Contribute to team goals and objectives related to customer support metrics.
• Stay up-to-date with product updates and new features to provide accurate support.

Requirements

• Proven experience in a customer support or helpdesk role, preferably in a remote capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and ticketing systems.
• Strong technical aptitude and ability to quickly learn new software.
• Self-motivated, highly organized, and able to manage time effectively in a remote work environment.
• Ability to work independently and collaboratively with a distributed team.
• A customer-centric approach and a passion for delivering exceptional service.
• Experience in the (Industry - e.g., digital services, software development) sector is a significant advantage.
• Reliable internet connection and a dedicated home office space are mandatory.
• Matriculation certificate or equivalent; relevant tertiary qualification is a plus.

Benefits

• Competitive annual salary of R .
• Fully remote work arrangement offering flexibility and work-life balance.
• Comprehensive training and ongoing professional development.
• Opportunity to work with innovative technologies and a dynamic team.
• Contribution to a retirement fund.
• Performance-based incentives.
• Access to company-provided tools and resources.
• Be part of a growing company that values its employees and customers.