Customer Support Specialist

SimplePay; Cape Town; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading payroll solutions provider is seeking a Customer Support Specialist to work fully remote. You will assist customers through various channels, providing guidance and resolving issues. Candidates should have strong problem-solving and communication skills, with a matric exemption required. This role offers a monthly salary up to R 15,500, with various benefits like medical aid and counselling services.

Benefits

Medical Aid Benefit

Counselling Benefit

20 annual leave days

Qualifications

• A minimum of a matric exemption is required.
• Ability to work effectively in a fully remote environment.
• Excellent problem-solving and technical skills.

Responsibilities

• Offer support through phone, email, and live chat.
• Deliver system guidance to users navigating the platform.
• Understand and address customer concerns effectively.

Skills

Problem-solving skills

Technical aptitude

Communication skills

Numerical skills

Education

Matric exemption

Tools

Slack

Google Suite

FreshWorks CRM

Jira

Confluence

15Five

Job description

Overview

Customer Support Specialist

SimplePay’s purpose is to pick a fight against mediocrity. We must do our part to make people feel we care - because we do - a lot.

Our mission is to make this world more human, and we’re looking for enthusiastic young people to help us continue the fight.

Our 52,000+ customers (businesses in South Africa, Ireland, Hong Kong, and Singapore) need to feel appreciated in every interaction with us - whether it’s a prompt, helpful reply to an email, patient assistance over the phone, thoughtfully written documentation or a system that shows it was designed with all the care and attention we could muster. At SimplePay, we\'re people first, employees second, and our Customer Support Team enables us to reflect this daily.

Joining our team means taking on a role with a supportive team culture where you can truly make an impact, whether you\'re still starting in your career or bringing your experience to a new setting. Content and system training for the role will be provided, so all you need is the right attitude, analytical ability, and a passion for proactively helping people.

Responsibilities

• Offering support through phone, email, and live chat to ensure customers get the help they need
• Delivering system guidance to users navigating our platform
• Digging deeper into customer queries to understand and address their concerns effectively
• Guiding customers to the right Help Site resources for quick, self-service problem resolution
• Ad hoc tasks as and when needed

Preferred Experience

• Experience in online customer service, payroll administration and/or accounting/bookkeeping
• Experience working in a remote environment
• Experience working with internal tools: Slack, Google Suite, FreshWorks CRM, Jira, Confluence, 15Five

Required Qualifications and Skills

• A minimum of a matric exemption
• The discipline to work effectively in a fully remote environment
• A stable, high-speed internet connection of at least 25mbps and a suitable workspace for remote work
• Ability to work during periods of load-shedding without interruption
• Excellent problem-solving skills and the ability to navigate complex customer issues
• Strong technical aptitude with a willingness to learn and master new software
• Strong numerical and analytical skills
• Proficient in numeracy and problem-solving
• Outstanding communication skills, both in writing and speaking
• Exceptional attention to detail
• The ability to interpret and understand a customer’s issue

What’s in it for you?

• Salary: up to R 15,500/month (up to R 18,400 CTC)
• Location: Fully remote / work-from-home environment
• Working Hours: Full-time, 8 am - 5 pm or 9 am - 6 pm (as per company requirements), Monday-Friday
• Annual Leave: 20 working days/year
• Medical Aid Benefit: up to R 2,900 / month (through our Discovery group scheme)
• Counselling Benefit: Access to free unlimited counselling, financial, life and career coaching (through Kaelo)
• Supportive Team: in a growth-minded company with opportunities to learn and grow

Hiring Steps

1. Application
2. Task and One-way Video
3. Interview 1 (meet-and-greet)
4. Interview 2 (practical/technical testing)
5. Interview 3 (general questions)
6. Background Checks (criminal and reference)

* Available after the successful completion of your 3-month probationary period.

* Available to all employees based in South Africa.

SimplePay is an equal-opportunity employer committed to transformation and embracing diversity. Our employment equity plan and targets will be considered as part of the recruitment process. People from designated groups are encouraged to apply.

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