Customer Support Specialist - Fully Remote

Placements24; South Africa; Remote; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote position

Professional development and training

Virtual team-building activities

Job summary

Placements24 is seeking a dedicated Customer Support Specialist for a fully remote role serving clients across sectors. The ideal candidate will join a remote team, located in or near Paarl, Western Cape, or able to connect with the regional team.

You will be the first point of contact for customers, providing comprehensive support and resolving inquiries. You will handle inquiries via phone, email and live chat, resolve issues, and maintain CRM records.

Qualifications

• Experience in customer service or call center.
• Fluency in English; additional languages are a plus.
• Ability to work remotely and manage time effectively.

Responsibilities

• Respond to inquiries via phone, email, and live chat.
• Provide accurate product, service, and policy information.
• Assist with account management, orders, and issue resolution.
• Troubleshoot issues and offer effective solutions.
• Escalate complex problems when needed.
• Maintain CRM records of interactions and resolutions.
• Identify customer needs and guide feature use.
• Gather feedback to improve service delivery.
• Adhere to SLAs and participate in team meetings.
• Keep up-to-date with product updates.

Skills

Customer service

CRM software

Verbal & written

Remote work

Time management

Multitasking

English fluency

Education

HS Diploma

Tools

CRM systems

Office apps

Job description

About the Role

Our client is seeking a dedicated and proactive Customer Support Specialist to join their fully remote team, serving clients across various sectors. This role is based remotely, with an ideal candidate located in or near Paarl, Western Cape , or able to connect effectively with the regional team. You will be the first point of contact for customers, providing them with comprehensive support, resolving inquiries, and ensuring a seamless and positive service experience. The ideal candidate will possess strong communication skills, a patient demeanor, excellent problem-solving abilities, and a genuine commitment to customer satisfaction. This position offers a unique opportunity to work from home while contributing significantly to a company that values its customers and invests in its employees' professional development. If you are passionate about helping others, possess a keen eye for detail, and thrive in an independent work environment, this role is for you. Join our client's dedicated team and make a real difference in customer lives.

Key Responsibilities

• Respond to customer inquiries via multiple channels including phone, email, and live chat.
• Provide accurate information about products, services, and policies.
• Assist customers with account management, order processing, and issue resolution.
• Troubleshoot and diagnose customer issues, offering effective solutions.
• Escalate complex problems to appropriate departments or senior staff when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Identify customer needs and help customers use specific features.
• Gather customer feedback and provide insights to improve service delivery.
• Adhere to company standards and service level agreements (SLAs).
• Participate in virtual team meetings and contribute to team goals.
• Continuously learn about product updates and company offerings.

Requirements

• Previous experience in customer service, call center, or a related client-facing role.
• Excellent verbal and written communication skills; fluency in English is essential.
• Strong interpersonal skills with the ability to build rapport with customers.
• Proficiency in using customer support software, CRM systems, and standard office applications.
• Excellent problem-solving and multitasking abilities.
• Ability to work independently and manage time effectively in a remote setting.
• A customer-first attitude and a dedication to achieving high levels of customer satisfaction.
• High school diploma or equivalent; further education or relevant certifications are advantageous.
• Reliable internet connection and a suitable home office environment.
• Must be legally authorized to work in South Africa and ideally reside within a commutable distance or have a strong connection to the Paarl, Western Cape region for occasional team activities.

Benefits

• Competitive annual salary of R .
• Fully remote position.
• Opportunities for professional development and training programs.
• A supportive and collaborative virtual work environment.
• Contribution to a company focused on delivering exceptional customer experiences.
• Paid time off and company holidays.
• Potential for career progression within the organization.
• Access to virtual team-building activities.