Customer Support Specialist - Multichannel Engagement

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

Benefits offered by this job

Competitive salary package

Professional development opportunities

Collaborative team atmosphere

Customer-focused culture

Access to modern support tools

Performance reviews with bonuses

Convenient Polokwane location

Job summary

WhatJobs Direct is seeking a versatile Customer Support Specialist in Polokwane, Limpopo, to manage inquiries across phone, email, and live chat. The role focuses on resolving issues, delivering product information, and maintaining excellent customer interactions.

The ideal candidate has proven multichannel experience, strong English communication, and CRM proficiency, with a customer-centric approach in a hybrid work setting.

Qualifications

• Proven experience in customer service or helpdesk role across multiple channels.
• Excellent written and verbal English communication skills.
• Proficiency with CRM software and customer support platforms.
• Strong problem-solving abilities and attention to detail.
• Ability to manage time effectively in a dynamic environment.
• Customer-centric approach with empathy and patience.
• Hybrid work schedule in Polokwane, Limpopo.

Responsibilities

• Respond to customer inquiries across phone, email, and chat channels promptly and professionally.
• Troubleshoot and resolve customer issues; escalate when necessary.
• Provide accurate information about products and services.
• Document all interactions and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Maintain understanding of company offerings and policies.
• Collaborate with team members to share insights and best practices.
• Help maintain high SLAs and service quality.
• Assist customers in navigating the company's digital platforms.

Skills

Multichannel support

CRM proficiency

English proficiency

Problem solving

Time management

Team collaboration

Social media support

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct, is seeking a versatile and proactive Customer Support Specialist to manage multichannel customer interactions in Polokwane, Limpopo . This role requires a candidate who can adeptly handle inquiries across various platforms, including phone, email, and live chat, ensuring a consistent and high-quality support experience. You will be instrumental in addressing customer queries, resolving issues, and providing detailed product information. This is an excellent opportunity to join a forward-thinking company that prioritizes customer satisfaction and offers a dynamic work environment. We are looking for an individual passionate about delivering exceptional service and contributing to the growth of our client's reputation.

Key Responsibilities

• Respond to customer inquiries across multiple channels (phone, email, chat) promptly and professionally.
• Troubleshoot and resolve customer issues efficiently, escalating when necessary.
• Provide accurate and comprehensive information about products and services.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Maintain a thorough understanding of company offerings and policies.
• Collaborate with team members to share insights and best practices.
• Contribute to maintaining high service level agreements (SLAs).
• Proactively assist customers in navigating the company's digital platforms.

Requirements

• Proven experience in a customer service or helpdesk role, with exposure to multiple communication channels.
• Excellent written and verbal communication skills in English.
• Strong problem-solving capabilities and attention to detail.
• Proficiency in using CRM software and customer support platforms.
• Ability to manage time effectively and prioritize tasks in a dynamic environment.
• A customer-centric approach with empathy and patience.
• Experience with social media customer service is a plus.
• Must be able to work a Hybrid schedule in Polokwane, Limpopo .

Benefits

• Competitive salary package.
• Opportunities for professional development and skill enhancement.
• A collaborative and supportive team atmosphere.
• Contribution to a company that values its customers.
• Access to modern customer support tools.
• Regular performance reviews and potential for bonuses.
• Convenient work location in Polokwane .