Customer Support Specialist

Remote Recruitment; Cape Town; Remote; ZAR 240,000 - 300,000; Full time

Benefits offered by this job

Fully remote position

UK business hours

Training on product and tools

Path to senior roles

Job summary

Remote Recruitment is hiring a Customer Support Specialist to work from home in South Africa for a UK business. You will handle customer questions across email, live chat and phone, and take ownership of problems until they are properly resolved.

This is a full-time, 100% remote position with UK business hours. Training on the product and tools will be provided, with a path into senior support, quality or team leadership.

Qualifications

• Experience in customer support in a service, retail, SaaS or contact centre environment.
• Familiar with helpdesk tools such as Zendesk, Freshdesk or Intercom.
• Excellent written English and a friendly, plain-speaking tone.
• Quiet home workspace and reliable internet connection.

Responsibilities

• Respond to customer queries over email, live chat and phone.
• Investigate issues thoroughly rather than passing them along.
• Keep the ticketing system tidy and up to date.
• Write clear help articles and canned responses for common questions.
• Spot patterns in complaints and feed them back to product and operations teams.
• Follow up with customers after resolution to confirm they are happy.

Skills

Customer support experience

Helpdesk tools familiarity

Excellent written English

Good escalation judgement

Tools

Zendesk

Freshdesk

Intercom

Job description

Remote Recruitment is hiring a Customer Support Specialist to work from home in South Africa for a UK business. You will handle customer questions across email, live chat and phone, and take ownership of problems until they are properly resolved.

Full-time and 100% remote, working 09:00–17:00 UK time (11:00–19:00 SAST).

Key responsibilities

• Respond to customer queries over email, live chat and phone
• Investigate issues thoroughly rather than passing them along
• Keep the ticketing system tidy and up to date
• Write clear help articles and canned responses for common questions
• Spot patterns in complaints and feed them back to the product and operations teams
• Follow up with customers after resolution to confirm they are happy

What you will need

• Experience with customer support in a service, retail, SaaS or contact centre environment
• Familiarity with helpdesk tools such as Zendesk, Freshdesk or Intercom
• Excellent written English and a friendly, plain-speaking tone
• Good judgement about when to escalation and when to solve it yourself
• A quiet home workspace, reliable computer and stable fibre internet

What is on offer

• A permanent, fully remote position with a UK employer
• UK business hours with a clear finish time
• Training on the product and the tools you will use
• A path into senior support, quality or team leadership