Customer Support Specialist

Placements24; Johannesburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work

Training opportunities

Health benefits

Retirement plan

Team events

Job summary

Placements24 is seeking a dedicated Customer Support Specialist for our Johannesburg team. You will be the frontline contact for customers, delivering timely assistance and resolving inquiries to support satisfaction and loyalty.

In a hybrid environment, you will document interactions in the CRM, troubleshoot issues, and collaborate with product teams to drive service improvements while maintaining a positive, customer-first approach.

Qualifications

• Experience in a customer service or helpdesk role.
• Excellent communication and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and a patient, customer-centric attitude.
• Ability to multitask and manage time in a fast-paced environment.

Responsibilities

• Respond to inquiries via phone, email, and live chat.
• Troubleshoot and resolve technical issues and questions.
• Document interactions in the CRM system.
• Escalate complex issues to appropriate departments.
• Identify trends and provide feedback for product improvements.
• Proactively offer solutions to improve customer experience.

Skills

Customer service

Helpdesk

CRM software

Ticketing systems

Communication

Active listening

Interpersonal skills

Problem solving

Time management

Education

High school diploma

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is seeking a dedicated and empathetic Customer Support Specialist to join their dynamic team in Johannesburg. You will be the primary point of contact for customers, providing exceptional service and timely resolution to their inquiries and issues. This role is crucial in maintaining customer satisfaction and loyalty, contributing directly to the company's reputation and success in the market. You will work in a collaborative environment where feedback is valued and continuous improvement is encouraged, helping to shape the future of our client's customer service operations.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve technical issues, product questions, and service complaints with a focus on first-contact resolution.
• Document all customer interactions, feedback, and issues accurately in the CRM system.
• Escalate complex issues to appropriate departments or senior staff when necessary, ensuring follow-through.
• Identify trends in customer issues and provide feedback to product and development teams for service improvement.
• Proactively offer solutions and support to enhance the overall customer experience.

Requirements

• Proven experience in a customer service or helpdesk role.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and a patient, customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; further certifications are a plus.

Benefits

• Competitive annual salary.
• Access to ongoing training and professional development opportunities.
• Hybrid work model offering flexibility.
• Comprehensive medical and retirement benefits.
• A supportive and engaging team culture with regular team events.