Customer Support Specialist (Johannesburg)

Placements24; Johannesburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid working model

Comprehensive training programs

Supportive culture and tools access

Medical aid and retirement fund

Job summary

Placements24 in Johannesburg is seeking a Customer Support Specialist to deliver timely technical and non-technical support via phone, email and chat. You will diagnose issues, document resolutions in the CRM, educate customers on features, and contribute to knowledge base articles.

A focus on customer satisfaction is essential within a hybrid, fast-paced tech environment. Ideal candidates have experience in tech support, fluent English, and a willingness to learn continuously.

Qualifications

• Experience in a customer service or helpdesk role.
• Excellent written and verbal communication.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk tools.
• Ability to multitask in a dynamic environment.

Responsibilities

• Provide timely technical and non-technical support via phone, email, and chat.
• Diagnose and resolve issues; escalate complex problems when needed.
• Maintain detailed records of interactions in the CRM system.
• Educate customers on features, best practices, and troubleshooting.

Skills

Customer service

Communication

Problem solving

CRM proficiency

Multitasking

Empathy

Technical understanding

English fluency

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a leading technology solutions provider, is seeking a highly motivated and customer-focused Customer Support Specialist to join their dynamic team in Johannesburg, Gauteng. This role is pivotal in ensuring our client's customers receive exceptional support and experience seamless interaction with their innovative products and services. The ideal candidate will possess a strong understanding of customer service principles and a passion for problem-solving. This hybrid position offers a blend of in-office collaboration and remote flexibility, making it an attractive opportunity for experienced support professionals. We are looking for individuals who thrive in a fast-paced environment and are dedicated to upholding the highest standards of customer satisfaction. Your role will be central to maintaining and enhancing our client's reputation for outstanding service.

Key Responsibilities

• Provide timely and effective technical and non-technical support to customers via phone, email, and chat.
• Diagnose and resolve customer issues, escalating complex problems to senior support staff when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Educate customers on product features, best practices, and troubleshooting techniques.
• Identify trends in customer issues and provide feedback to product development and management teams.
• Assist in the creation and maintenance of customer support documentation and knowledge base articles.
• Proactively engage with customers to ensure their satisfaction and address any potential concerns.
• Collaborate with cross-functional teams to ensure a unified customer experience.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to a positive and collaborative team environment.

Requirements

• Proven experience in a customer service or helpdesk role, preferably within the technology sector.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a dynamic work environment.
• A patient and empathetic approach to customer interactions.
• Knowledge of common operating systems and software applications.
• Fluency in English is essential; proficiency in other South African languages is an advantage.
• Must be able to work effectively in a hybrid model, attending the Johannesburg office as required.
• A commitment to continuous learning and professional development.

Benefits

• Competitive salary package.
• Opportunities for professional growth and career advancement within a rapidly expanding company.
• Comprehensive training programs to enhance your skills.
• A supportive and inclusive work culture.
• Access to cutting-edge technology and tools.
• Medical aid and retirement fund contributions.
• Employee assistance programs.