Customer Support Specialist

Placements24; Gqeberha; Hybrid; ZAR 240,000 - 420,000; Full time

Job summary

Placements24 is seeking a dedicated Customer Support Specialist to join a fully remote team based in or able to work from anywhere in South Africa. This role emphasizes empathy, problem solving, and delivering top-tier assistance to our growing customer base.

You will handle inquiries across email, live chat, and phone, diagnose issues related to product usage and billing, log interactions in the CRM, and collaborate with internal teams to improve the customer experience.

Qualifications

• Experience in customer support or client services, preferably remote.
• Excellent communication and active listening skills.
• Familiarity with helpdesk software, ticketing systems and CRMs.
• Strong problem-solving ability with a patient, customer-focused approach.
• Ability to work independently and manage time effectively in a remote setting.
• Stable internet connection and suitable home office environment.

Responsibilities

• Handle a high volume of customer inquiries via email, live chat, and phone.
• Diagnose and resolve issues related to product usage, billing, and technical difficulties.
• Maintain accurate records of customer interactions in the CRM.
• Identify opportunities to improve customer experience and provide feedback to internal teams.
• Escalate complex issues to appropriate departments with clear communication with the customer.
• Educate customers on best practices and available resources to maximize service usage.

Skills

Communication

Active listening

CRM proficiency

Helpdesk software

Problem solving

Time management

Remote work

Tools

CRM platforms

Ticketing systems

Job description

About the Role

Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team, based in or able to work from anywhere in South Africa . This role is essential for providing top-tier assistance to their growing customer base, ensuring every interaction is positive and productive. You will be empowered to solve problems, answer questions, and build lasting relationships with users. This is an exciting opportunity to contribute to a customer-centric organization that values flexibility and recognizes the importance of a supportive remote work culture, offering you the chance to excel from your own home office.

Key Responsibilities

• Handle a high volume of customer inquiries via multiple channels including email, live chat, and phone support.
• Effectively diagnose and resolve customer issues related to product usage, billing, and technical difficulties.
• Maintain accurate and detailed records of all customer interactions and solutions in the CRM system.
• Proactively identify opportunities to improve customer experience and provide feedback to internal teams.
• Escalate complex issues to appropriate departments while ensuring clear communication with the customer throughout the process.
• Educate customers on best practices and available resources to help them maximize their use of our services.

Requirements

• Proven experience in a customer support or client services role, ideally in a remote capacity.
• Exceptional communication and active listening skills, with a knack for explaining complex information clearly.
• Proficiency with helpdesk software, ticketing systems, and CRM platforms.
• Strong problem-solving acumen and a patient, customer-focused approach.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• A stable internet connection and a suitable home office environment are required.

Benefits

• Competitive annual salary with regular performance reviews and potential for salary increases.
• Fully remote position with flexible working hours to accommodate personal needs.
• Comprehensive medical insurance and retirement savings options.
• Extensive training programs and opportunities for career growth within the company.
• A supportive and collaborative virtual team environment with regular engagement activities.