Customer Support Representative (Tier 2)

Placements24; Stellenbosch; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical aid plan

Employee discounts on company products

Training and development programs

Fun and engaging work environment

Job summary

Placements24 in Stellenbosch seeks a Customer Support Representative (Tier 2) for a growing e-commerce platform. The role combines hybrid work with in-person collaboration at our Stellenbosch office, handling escalated inquiries from Tier 1 via phone, email, and chat, and resolving complex technical issues.

You will mentor Tier 1 staff, contribute to knowledge base, document interactions in the CRM, and partner with technical support and operations to improve service quality.

Qualifications

• 2–3 years in a customer support role, including at least 1 year in Tier 2/escalated support.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to learn new systems quickly.
• Proficient in using helpdesk software and CRM systems.
• Able to work effectively in a hybrid setting.

Responsibilities

• Handle escalated customer inquiries from Tier 1 via phone, email and chat.
• Diagnose and resolve complex technical and service-related issues.
• Investigate complaints, identify root causes, and implement corrective actions.
• Provide clear explanations of solutions to customers.
• Document interactions and resolutions accurately in the CRM system.
• Collaborate with technical support and operations to resolve issues.
• Contribute to knowledge base articles and FAQs for customers and staff.
• Train Tier 1 staff on advanced troubleshooting techniques.
• Identify trends and provide feedback for service improvement.

Skills

Problem solving

Communication skills

Customer service

Technical aptitude

Helpdesk software

CRM systems

Team player

Empathy

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a rapidly expanding e-commerce platform, is seeking a dedicated and skilled Customer Support Representative (Tier 2) to join their vibrant team in Stellenbosch, Western Cape. This role is integral to resolving more complex customer issues and ensuring a high level of customer satisfaction. We offer a hybrid work model, combining the flexibility of remote work with the benefits of in-person collaboration at our modern Stellenbosch office. The ideal candidate will possess excellent problem-solving abilities, strong communication skills, and a deep understanding of customer service best practices. You will be a key point of contact for escalated customer inquiries, providing expert solutions and support.

Key Responsibilities

• Handle escalated customer support inquiries from Tier 1 agents via phone, email, and chat.
• Diagnose and resolve complex technical and service-related issues efficiently.
• Investigate customer complaints, identify root causes, and implement corrective actions.
• Provide clear and concise explanations of solutions to customers.
• Document all interactions and resolutions in the CRM system accurately.
• Collaborate with other departments, such as technical support and operations, to resolve customer issues.
• Contribute to the development of knowledge base articles and FAQs for both customers and support staff.
• Train and mentor Tier 1 support representatives on advanced troubleshooting techniques.
• Identify trends in customer issues and provide feedback for service improvement.

Requirements

• Minimum of 2-3 years of experience in a customer support role, with at least 1 year in a Tier 2 or escalated support capacity.
• Proven track record of resolving complex customer issues effectively.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to quickly learn new systems and processes.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work effectively both independently and as part of a team in a hybrid setting.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a customer-first attitude.
• Must be located in or able to commute to Stellenbosch, Western Cape for the hybrid arrangement.

Benefits

• Competitive annual salary of ZAR.
• Flexible hybrid work arrangement.
• Opportunities for career progression within a growing company.
• Comprehensive medical aid plan.
• Employee discounts on company products.
• Regular training and development programs.
• A fun and engaging work environment in Stellenbosch.
• Paid sick leave and annual leave.