Customer Support Specialist - Escalations

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement benefits

Opportunities for professional growth

Dynamic work environment

Generous annual leave

Training and skill development

Employee assistance program

Company-sponsored social events

Exposure to cutting-edge fintech

Job summary

Placements24 is seeking a seasoned Customer Support Specialist with a focus on escalations for a Bloemfontein-based fintech client. You will investigate and resolve high-priority customer issues, coordinating with product, engineering, and operations to address root causes while documenting cases in the CRM.

The role requires strong problem-solving, calm under pressure, and excellent communication. Applicants based in Bloemfontein or willing to relocate are welcome, with a path to growth in a

Qualifications

• Minimum of 4 years of experience in customer support, with at least 2 years focused on handling escalations.
• Proven ability to de-escalate tense situations and resolve complex customer problems.
• Excellent communication, negotiation, and interpersonal skills.
• Experience in the fintech or financial services industry is a significant advantage.

Responsibilities

• Manage and resolve escalated customer complaints and complex issues.
• Conduct thorough investigations into customer concerns, gathering all necessary information.
• Communicate effectively with customers, providing clear updates and resolutions.
• Liaise with internal teams (e.g., product, engineering, operations) to address underlying issues.
• Document all escalated cases meticulously in the CRM system.
• Identify trends in escalated issues and provide feedback for process improvement.
• Develop and implement strategies to reduce escalation rates.
• Maintain a high level of customer satisfaction and retention.
• Mentor junior support staff on handling difficult customer interactions.
• Ensure compliance with industry regulations and company policies.

Job description

About the Role

Our client, a rapidly expanding fintech company, is seeking an experienced and adept Customer Support Specialist with a specialization in handling Escalations . This role is based in Bloemfontein, Free State , and requires an individual who can manage complex customer issues with professionalism and efficiency. You will act as a critical liaison between customers and internal departments, ensuring that high-priority concerns are resolved promptly and to the satisfaction of all parties involved. The ideal candidate possesses exceptional problem-solving skills, a calm demeanor under pressure, and a deep understanding of customer service best practices. This is an exciting opportunity to join a leading company in the financial technology sector and contribute to its continued success in Bloemfontein .

Key Responsibilities

• Manage and resolve escalated customer complaints and complex issues.
• Conduct thorough investigations into customer concerns, gathering all necessary information.
• Communicate effectively with customers, providing clear updates and resolutions.
• Liaise with internal teams (e.g., product, engineering, operations) to address underlying issues.
• Document all escalated cases meticulously in the CRM system.
• Identify trends in escalated issues and provide feedback for process improvement.
• Develop and implement strategies to reduce escalation rates.
• Maintain a high level of customer satisfaction and retention.
• Mentor junior support staff on handling difficult customer interactions.
• Ensure compliance with industry regulations and company policies.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years focused on handling escalations.
• Proven ability to de-escalate tense situations and resolve complex customer problems.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience in the fintech or financial services industry is a significant advantage.
• High school diploma required; a relevant degree or professional certification is preferred.
• Attention to detail and strong organizational skills.
• Based in or willing to relocate to Bloemfontein, Free State .

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance and retirement benefits.
• Opportunities for professional growth and development within a growing company.
• A dynamic work environment in the heart of Bloemfontein, Free State .
• Generous annual leave allowance.
• Access to ongoing training and skill enhancement programs.
• Employee assistance program.
• Company-sponsored social events.
• Chance to work with cutting-edge technology in the fintech space.