Customer Support Specialist - Benoni Division

Placements24; Benoni; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Fully remote work arrangement

Health and wellness benefits

Professional development opportunities

Company equipment provided

Job summary

Placements24 is seeking a dedicated Customer Support Specialist to join a rapidly expanding tech firm operating remotely in South Africa.

You will respond to inquiries via email, chat and phone, troubleshoot issues, and maintain accurate CRM records while collaborating with cross‑functional teams to ensure top‑notch service.

The role offers flexible remote work from Gauteng, with opportunities for professional development and a comprehensive benefits package.

Qualifications

• Minimum 2 years of experience in customer support or technical support.
• Excellent written and verbal communication skills.
• Proficiency with CRM software and online communication tools.
• Ability to work remotely with a dedicated workspace.

Responsibilities

• Respond to customer inquiries and resolve issues via email, chat and phone.
• Troubleshoot technical problems and provide step-by-step guidance.
• Process requests such as order modifications and account updates.
• Maintain accurate records of interactions in the CRM system.
• Escalate priority issues to internal teams as needed.
• Contribute to knowledge base for customers and staff.
• Collect feedback to improve products and services.
• Adhere to SLAs and company policies.
• Identify opportunities to improve customer satisfaction and loyalty.
• Collaborate with remote team members and other departments.

Skills

Customer support

CRM software

Technical support

Communication skills

Remote work

Time management

Education

High school diploma or equivalent

Tools

CRM systems

Online communication tools

Job description

About the Role

Our client, a rapidly expanding technology firm, is seeking a diligent and customer-focused Customer Support Specialist to join their team remotely, servicing clients primarily in the Benoni, Gauteng area. This role is vital in providing timely and effective assistance to users, resolving inquiries, and ensuring a seamless customer experience. As a fully remote position, you will have the flexibility to work from your home office, contributing to a dynamic and innovative work culture.

The ideal candidate possesses exceptional communication skills, a knack for problem-solving, and a genuine passion for helping others. We are looking for individuals who are self-motivated, organized, and dedicated to maintaining high standards of customer service excellence. This is an excellent opportunity to advance your career in the tech industry while enjoying the benefits of remote work within the Gauteng region.

Key Responsibilities

• Respond to customer inquiries and resolve issues via email, chat, and phone with professionalism and efficiency.
• Troubleshoot technical problems and provide clear, step-by-step guidance to users.
• Process customer requests, such as order modifications, account updates, and information retrieval.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Identify and escalation priority issues to the appropriate internal teams for resolution.
• Contribute to the creation and maintenance of a comprehensive knowledge base for customers and support staff.
• Gather customer feedback and suggestions to help improve products and services.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Proactively identify opportunities to enhance customer satisfaction and loyalty.
• Collaborate effectively with remote team members and other departments to ensure consistent service delivery.

Requirements

• Minimum of 2 years of experience in a customer support or technical support role.
• Strong written and verbal communication skills, with the ability to articulate technical information clearly.
• Proficiency in using customer support software, CRM systems, and online communication tools.
• Excellent problem-solving skills and the ability to remain patient and calm in challenging situations.
• Must have a reliable internet connection and a dedicated workspace for remote work.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• A customer-centric approach with a genuine desire to assist users.
• Flexibility to work various shifts to cover customer needs across different time zones, if applicable.
• Familiarity with the Benoni area or broader Gauteng context is beneficial but not mandatory.
• High school diploma or equivalent required; relevant certifications are a plus.

Benefits

• Competitive annual salary package.
• Fully remote work arrangement providing excellent work-life balance.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and training.
• Access to the latest remote work technology and tools.
• Generous paid time off policy.
• Allowance for home office setup.
• Regular virtual team-building events.
• Employee assistance program for personal and professional support.
• Company-provided equipment.