Customer Support Specialist - Escalation Team

Placements24; Johannesburg; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Career growth

Hybrid work model

Supportive team

Job summary

WhatJobs Direct is seeking a Customer Support Specialist to join the Escalation Team in Johannesburg. The role focuses on resolving complex inquiries, delivering exceptional service, and collaborating with cross-functional teams in a hybrid work environment.

You will handle escalated issues, investigate root causes, and mentor junior staff while staying updated on products and policies to enhance the customer journey.

Qualifications

• 3+ years in customer service or helpdesk handling escalations.
• Excellent verbal and written communication.
• Strong analytical and problem-solving abilities.
• Proficient with CRM and support tools.
• Calm, professional under pressure with multitasking.
• Hybrid work experience is advantageous.
• Willing to relocate to Johannesburg, Gauteng.

Responsibilities

• Handle escalated customer issues with empathy and efficiency.
• Investigate complaints and technical issues to identify root causes and implement solutions.
• Collaborate with technical support and product teams to resolve issues and improve experience.
• Document interactions, actions taken and resolutions in the CRM system.
• Provide feedback to management regarding recurring issues and process improvements.
• Train and mentor junior staff on best practices for handling difficult customer situations.
• Maintain up-to-date knowledge of products, services, and policies.
• Identify opportunities to enhance the customer journey and contribute to service innovation.

Skills

Customer service

Escalation handling

Communication

Analytical thinking

Multitasking

Team collaboration

Tools

CRM software

Ticketing system

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic Escalation Team in Johannesburg. This pivotal role focuses on resolving complex customer inquiries and ensuring unparalleled satisfaction. The ideal candidate will possess exceptional problem-solving skills, a strong understanding of customer service principles, and the ability to thrive in a fast-paced, collaborative environment. You will be instrumental in maintaining our client's reputation for outstanding service. This position offers a blend of in-office collaboration and remote flexibility, allowing for a balanced work-life integration in the bustling hub of Johannesburg, Gauteng.

Key Responsibilities

• Handle escalated customer issues with empathy and efficiency, acting as a final point of contact for complex problems.
• Conduct thorough investigations into customer complaints and technical issues, identifying root causes and implementing effective solutions.
• Collaborate closely with other departments, including technical support and product development, to resolve issues and improve customer experience.
• Document all customer interactions, actions taken, and resolutions accurately within the CRM system.
• Provide feedback to management and relevant teams regarding recurring issues and potential areas for process improvement.
• Train and mentor junior support staff on best practices for handling difficult customer situations.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate information.
• Proactively identify opportunities to enhance the customer journey and contribute to service innovation.

Requirements

• Proven experience in a customer service or helpdesk role, with at least 3 years handling escalated issues.
• Excellent verbal and written communication skills, with the ability to articulate complex solutions clearly.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in using CRM software and other customer support tools.
• Ability to remain calm and professional under pressure, managing multiple priorities effectively.
• A proactive and self-motivated attitude with a passion for customer advocacy.
• Experience in a hybrid work environment is advantageous.
• Must be based in or willing to relocate to Johannesburg, Gauteng.

Benefits

• Competitive annual salary package.
• Access to professional development and training programs.
• Opportunities for career advancement within a growing company.
• A supportive and collaborative team environment.
• Hybrid work model offering flexibility.
• Contribution to a company that values customer satisfaction above all else.