Customer Support Representative - Bilingual

Placements24; Gqeberha; Hybrid; ZAR 150,000 - 230,000; Full time

Benefits offered by this job

Remote work

Home office allowance

Career development

International exposure

Paid time off

Performance incentives

Retirement fund

Job summary

WhatJobs Direct is seeking a motivated bilingual Customer Support Representative to join their expanding team. This fully remote role handles inquiries, resolves issues, and guides customers on the platform, using English and a second language.

You’ll work independently with strong communication, problem-solving skills, and CRM proficiency. The position offers remote flexibility, home office setup allowance, and opportunities for growth with an international client base.

Qualifications

• Minimum 1 year in customer support or call center.
• Fluency in spoken and written English and a second language.
• Strong communication, active listening and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting.

Responsibilities

• Provide first-line customer support via phone, email, and chat in English and a second language.
• Address customer inquiries, troubleshoot issues, and provide accurate information regarding products and services.
• Guide customers through platform features, onboarding processes, and best practices.
• Document all customer interactions, feedback, and resolutions in the CRM system.
• Escalate complex issues to appropriate internal teams with clear communication.
• Contribute to knowledge base by creating/updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product/development teams.
• Maintain high customer satisfaction by resolving issues effectively and efficiently.
• Adhere to company policies, procedures, and SLAs.
• Proactively identify opportunities to improve the customer support experience.

Skills

Bilingual communication

English fluency

CRM software

Active listening

Problem solving

Remote work

Time management

Education

High school diploma

Tools

Helpdesk systems

CRM platforms

Job description

About the Role

Our client, WhatJobs Direct, a global leader in providing innovative HR solutions, is seeking a motivated and fluent Bilingual Customer Support Representative to join their expanding team. This role is crucial for delivering exceptional support to a diverse customer base, ensuring their needs are met with efficiency and a high level of professionalism. You will be the first point of contact for customers, handling inquiries, resolving issues, and providing guidance on our client's platform. This position is offered with a fully remote work arrangement, providing the ultimate flexibility for dedicated professionals. As a key member of the support function, you will leverage your language skills and customer service expertise to foster positive client relationships and contribute to customer satisfaction. The ideal candidate is adept at communication, possesses strong problem-solving abilities, and thrives in an independent work environment. This role is an excellent opportunity for individuals passionate about customer service and looking to advance their careers within a dynamic, forward-thinking organization, contributing to the company's reach in Port Elizabeth, Eastern Cape, ZA and beyond.

Key Responsibilities

• Provide first-line customer support via phone, email, and chat in both English and (Second Language - e.g., Afrikaans/Xhosa).
• Address customer inquiries, troubleshoot issues, and provide accurate information regarding products and services.
• Guide customers through platform features, onboarding processes, and best practices.
• Document all customer interactions, feedback, and resolutions meticulously in the CRM system.
• Escalate complex issues to appropriate internal teams while ensuring clear communication with the customer throughout the process.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to the product and development teams.
• Maintain a high level of customer satisfaction by resolving issues effectively and efficiently.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Proactively identify opportunities to improve the customer support experience.

Requirements

• Proven experience in a customer support or call center environment (minimum 1 year).
• Fluency in spoken and written English AND (Second Language - e.g., Afrikaans/Xhosa).
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving and critical thinking abilities.
• Ability to work independently and manage time effectively in a remote setting.
• A positive attitude, empathy, and a passion for helping customers.
• High school diploma or equivalent; higher education is a plus.
• Reliable internet connection and a suitable home office setup.
• Must be legally authorized to work remotely within South Africa.

Benefits

• An annual salary of Rands.
• Fully remote position offering significant work-life balance and flexibility.
• Home office setup allowance.
• Opportunities for career growth and professional development.
• Exposure to a diverse international customer base.
• Paid time off and company holidays.
• Potential for performance-based incentives.
• Contribution towards a retirement fund.