Customer Support Specialist - Client Relations

Placements24; Johannesburg; Hybrid; ZAR 200,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund

Continuous learning

Job summary

Placements24 in Johannesburg is seeking a Customer Support Specialist to be the primary contact for a diverse client base, addressing inquiries, resolving issues, and supporting our SaaS products.

You will handle first-line technical support via phone, email, and chat, document interactions in the CRM, and collaborate with sales and product teams to improve the customer experience. Hybrid work model offered.

Qualifications

• 2+ years in customer service or technical support, preferably software/IT.
• Excellent communication and interpersonal skills.
• Proficient with CRM and helpdesk systems.
• Familiar with SaaS and cloud-based tech is a plus.

Responsibilities

• Provide first-line technical and customer support via phone, email, and chat to clients in Johannesburg and surrounding areas.
• Troubleshoot and resolve issues related to software, accounts, and billing.
• Escalate complex problems to internal teams with timely updates to clients.
• Educate clients on product features and best practices.

Skills

Customer support

Technical support

CRM software

SaaS

Communication

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic team in Johannesburg, Gauteng . This role is pivotal in ensuring client satisfaction and fostering long-term relationships through exceptional service delivery. You will be the primary point of contact for a diverse portfolio of clients, addressing their inquiries, resolving issues, and providing comprehensive support for our client's cutting-edge products. This position offers a fantastic opportunity to grow within a rapidly expanding tech company that values its employees and invests in their professional development. The successful candidate will play a crucial role in maintaining and enhancing our client's reputation for outstanding customer care.

Key Responsibilities

• Provide first-line technical and customer support via phone, email, and chat to clients in Johannesburg, Gauteng and surrounding areas.


• Troubleshoot and resolve customer issues related to software functionality, account management, and billing inquiries.


• Escalate complex technical problems to the appropriate internal teams while ensuring timely resolution and client communication.


• Educate clients on product features and best practices to maximize their user experience.


• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.


• Collaborate with the sales and product development teams to provide feedback from customers and identify areas for improvement.


• Develop and update customer support documentation, including FAQs and troubleshooting guides.


• Proactively identify potential client issues and implement preventive measures.


• Contribute to a positive and collaborative team environment, sharing knowledge and best practices.

Requirements

• Proven experience (minimum 2 years) in a customer service or technical support role, preferably within the software or IT industry.


• Excellent communication, interpersonal, and active listening skills.


• Strong problem-solving and analytical abilities with a knack for identifying root causes.


• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.


• Familiarity with SaaS products and cloud-based technologies is a significant advantage.


• Ability to work independently and manage multiple priorities effectively in a fast-paced environment.


• A passion for customer advocacy and a commitment to delivering exceptional service.


• Must be residing in or willing to commute to Johannesburg, Gauteng for hybrid work requirements.


• Fluency in English is essential; additional South African languages are a plus.

Benefits

• Our client offers a competitive remuneration package, including a generous annual salary and performance-based bonuses.


• Employees benefit from comprehensive medical aid, a robust retirement fund, and opportunities for continuous learning and career advancement.


• Enjoy a stimulating work environment with a focus on innovation and collaboration.


• This role offers a hybrid work model, allowing for a balance between office-based teamwork and remote flexibility.


• Paid time off, including vacation and sick leave, is provided.


• Regular team-building events and a supportive management structure further enhance the employee experience.

Join a company that truly values its people and invests in their future success.