Customer Support Specialist - Advanced Tier 1

Placements24; Pietermaritzburg; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary package

Professional development

Medical aid and retirement fund

Wellness programs

Training and skill development

Social events

Convenient location in Pietermaritzbur

Job summary

Placements24 in Pietermaritzburg, KwaZulu-Natal, is seeking a Customer Support Specialist to join our client's dynamic team. You will handle first-line inquiries via phone, email, and live chat, delivering courteous, effective solutions and maintaining accurate CRM records.

The role emphasizes problem solving, empathy, and clear communication with a diverse customer base. You will collaborate with internal teams to improve products and services, while developing your career in a supportive

Qualifications

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication in English.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• Experience with SaaS products is a plus.

Responsibilities

• Provide first-line technical support and general customer inquiries via phone, email, and live chat.
• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems to higher tiers when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction by offering personalized support and solutions.
• Collaborate with internal teams to resolve customer issues and improve product/service offerings.
• Stay up-to-date with product knowledge and support procedures.
• Proactively identify customer needs and suggest improvements to support processes.
• Adhere to company policies and procedures while maintaining a professional demeanor.

Skills

Customer service

English communication

Problem solving

CRM software

Multitasking

Empathy

SaaS familiarity

Job description

About the Role

Our client is seeking a dedicated and skilled Customer Support Specialist to join their dynamic team in **Pietermaritzburg, KwaZulu-Natal**. This role is pivotal in ensuring our client's customers receive exceptional support, fostering loyalty and satisfaction. The ideal candidate will possess a strong understanding of customer service principles and a passion for problem-solving. This position offers a unique opportunity to contribute to a growing company and develop your career in a supportive environment. You will be an integral part of the team, representing our client's brand with professionalism and efficiency. The role involves interacting with a diverse customer base, requiring empathy and clear communication skills. We are looking for individuals who are proactive, detail-oriented, and committed to delivering outstanding service in the vibrant community of **Pietermaritzburg**.

Key Responsibilities

• Provide first-line technical support and general customer inquiries via phone, email, and live chat.


• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems to higher tiers when necessary.


• Document all customer interactions, issues, and resolutions accurately in the CRM system.


• Maintain a high level of customer satisfaction by offering personalized support and solutions.


• Collaborate with internal teams to resolve customer issues and improve product/service offerings.


• Stay up-to-date with product knowledge and support procedures.


• Proactively identify customer needs and suggest improvements to support processes.


• Adhere to company policies and procedures while maintaining a professional demeanor.

Requirements

• Proven experience in a customer service or helpdesk role.


• Excellent verbal and written communication skills in English.


• Strong problem-solving and analytical abilities.


• Proficiency in using CRM software and helpdesk ticketing systems.


• Ability to multitask and manage time effectively in a fast-paced environment.


• A patient and empathetic approach to customer interactions.


• Experience with (mention specific software/industry, e.g., SaaS products, financial services) is a plus.


• Must reside within commuting distance of **Pietermaritzburg, KwaZulu-Natal**.

Benefits

• Competitive salary package and performance-based incentives.


• Opportunities for professional development and career advancement.


• Comprehensive medical aid and retirement fund contributions.


• A supportive and collaborative work environment.


• Access to ongoing training and skill development programs.


• Employee wellness programs and social events.


• Convenient location in **Pietermaritzburg**.