Customer Support Specialist - Mossel Bay

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Flexible remote work

Professional growth

Home office stipend

Wellness programs

Supportive virtual team

Performance-based bonuses

Job summary

Placements24 is seeking a dedicated Customer Support Specialist for a fully remote position with ties to Mossel Bay, Western Cape. You will handle inquiries via email, chat and phone, resolve issues, and guide customers through our ecommerce platform.

Strong English communication, problem-solving, and the ability to work independently in a remote setup are essential. The role offers flexible hours and opportunity for growth within a forward-thinking team.

Qualifications

• Excellent verbal and written English communication.
• Experience in customer service, preferably ecommerce or online services.
• Ability to work independently and manage time effectively in a remote setting.
• Stable internet connection and dedicated remote workspace.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide comprehensive support regarding product features, order status, and account management.
• Troubleshoot and resolve customer issues, escalating complex cases when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Identify recurring issues and provide feedback to product and operations teams for improvement.
• Assist customers with navigating the platform and utilizing its features effectively.
• Maintain a high level of product knowledge to provide accurate information.
• Ensure customer satisfaction by offering personalized and empathetic support.
• Adhere to SLAs and company policies.
• Contribute to building a positive brand image through exceptional service delivery.

Skills

Customer service

Communication

Problem solving

Time management

Education

High school diploma

Further education

Tools

CRM software

General computer skills

Job description

About the Role

Our client, a dynamic e-commerce platform, is seeking a dedicated and resourceful Customer Support Specialist to join their expanding team. This position, based remotely with operational ties to Mossel Bay, Western Cape, is crucial for delivering exceptional customer experiences and ensuring client satisfaction. You will be the primary point of contact for customers, addressing their inquiries, resolving issues, and providing guidance on our client's services and products. The ideal candidate possesses outstanding communication skills, a patient demeanor, and a genuine passion for assisting others. As a fully remote role, you'll have the autonomy to manage your workflow effectively while contributing to a collaborative online environment. We are looking for individuals who are self-motivated, possess excellent problem-solving abilities, and are committed to upholding our client's reputation for outstanding service. This is a fantastic opportunity to grow professionally within a forward-thinking company that values employee well-being and offers a flexible work arrangement. Your role will be pivotal in fostering customer loyalty and ensuring a smooth, positive journey for every user interacting with our client's platform.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide comprehensive support regarding product features, order status, and account management.
• Troubleshoot and resolve customer issues efficiently, escalating complex cases when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify recurring issues and provide feedback to the product and operations teams for improvement.
• Assist customers with navigating the platform and utilizing its features effectively.
• Maintain a high level of product knowledge to provide accurate and up-to-date information.
• Ensure customer satisfaction by offering personalized and empathetic support.
• Adhere to established service level agreements (SLAs) and company policies.
• Contribute to building a positive brand image through exceptional service delivery.

Requirements

• High school diploma or equivalent; further education is a plus.
• Previous experience in a customer service or support role, preferably in e-commerce or online services.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency with computers, internet applications, and CRM software.
• Ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a dedicated workspace conducive to remote work.
• Patience, empathy, and a customer-centric attitude.
• Ability to adapt to changing procedures and new technologies.
• Residing within or having strong ties to the Mossel Bay, Western Cape area is advantageous.

Benefits

• Competitive annual salary.
• Flexible remote working arrangement.
• Opportunities for professional growth and skill development.
• Contribution towards home office setup.
• Access to company wellness programs.
• A supportive virtual team environment.
• Potential for performance-based bonuses.