Customer Support Specialist - Midrand

Placements24; Midrand; Hybrid; ZAR 250,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Training & development

Career advancement

Medical aid

Retirement fund contributions

Positive work environment

Access to latest technology

Job summary

Placements24 in Midrand, Gauteng, seeks a dynamic Customer Support Specialist to be the first point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring satisfaction. This hybrid role blends in-office collaboration with remote flexibility, aligned to the needs of a growing tech solutions provider.

The ideal candidate has proven experience in customer service or technical support, excellent communication skills, and familiarity with CRM and ticketing systems.

Qualifications

• Proven experience in a customer service or technical support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of IT support principles and practices.
• Ability to multitask, prioritize, and manage time effectively.
• Patient and empathetic approach to customer interactions.
• Familiarity with cloud-based applications or SaaS platforms is advantageous.
• Matriculation or equivalent qualification; further technical certifications are a plus.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues reported by customers, escalating to higher-level support when needed.
• Provide clear, concise information regarding products and services.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and engagement.
• Collaborate with internal teams to address recurring customer issues.
• Follow procedures, guidelines, and policies.

Skills

Customer service experience

Communication skills

CRM systems

IT support fundamentals

Multitasking & time management

Empathy & problem solving

Education

Matric or equivalent

Technical certifications a plus

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a leading provider of innovative technological solutions, is seeking a dynamic and dedicated Customer Support Specialist to join their growing team in Midrand, Gauteng . This is an exciting opportunity for an individual passionate about delivering exceptional customer experiences and resolving technical issues with efficiency and empathy. The ideal candidate will be the first point of contact for customers, addressing inquiries, troubleshooting problems, and ensuring customer satisfaction. This role requires a proactive approach to problem-solving and a commitment to upholding our client's reputation for excellence. You will be integral in maintaining high levels of customer retention and contributing to the overall success of the support department. This hybrid role offers a balanced blend of in-office collaboration and remote flexibility, allowing you to manage your work-life integration effectively.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues reported by customers, escalating complex problems to higher-level support teams when necessary.
• Provide clear, concise, and accurate information regarding products and services.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Proactively identify opportunities to improve customer satisfaction and engagement.
• Collaborate with internal teams to identify and address recurring customer issues.
• Follow communication procedures, guidelines, and policies.
• Contribute to the development and maintenance of support documentation and knowledge base articles.
• Ensure a consistently high level of service is delivered to all customers.

Requirements

• Proven experience in a customer service or technical support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of IT support principles and practices.
• Ability to multitask, prioritize, and manage time effectively.
• A patient and empathetic approach to customer interactions.
• Familiarity with (Specific Software/Technology relevant to client - e.g., cloud-based applications, SaaS platforms) is advantageous.
• Matriculation or equivalent qualification; further technical certifications are a plus.
• Reside within a commutable distance to Midrand, Gauteng , for scheduled in-office days.

Benefits

• Competitive annual salary of R .
• Hybrid work model offering flexibility.
• Comprehensive training and development programs.
• Opportunities for career advancement within a growing company.
• Medical aid and retirement fund contributions.
• Positive and supportive work environment.
• Access to the latest technology and tools.
• Be part of a company that values innovation and customer focus.